IT Support Technician, IT Answers（L1 Support)

Job description

The Role Join Tesla’s global IT team as an IT Support Engineer, delivering high-quality technical support to employees across the world. In this role, you will provide end-to-end support for software and hardware issues through phone, remote tools, and ticketing systems. Beyond daily support, you will contribute to internal process optimization, knowledge management, and project-based solutions to enhance user experience and operational efficiency.

We are looking for a proactive, detail-oriented, and customer-focused individual who thrives in a fast-paced environment and is passionate about technology and continuous improvement.

Responsibilities

• Provide timely and professional technical support to global Tesla employees via phone, remote tools, and ticketing systems (e.g., ServiceNow, Remedy, Rave)
• Monitor and manage service tickets from initiation to resolution, ensuring timely follow-up and closure
• Support and maintain company IT infrastructure, including desktops, laptops, printers, and other peripheral devices
• Troubleshoot and resolve software and hardware issues remotely
• Document and maintain technical knowledge base articles to support team efficiency and continuous learning
• Identify opportunities to improve internal processes and user experience through process optimization and automation
• Collaborate with cross-functional teams to design and deliver technology-driven solutions tailored to business needs Requirements： Proficient in Windows operating systems, with a strong understanding of computer hardware and software Experience with ticketing systems such as ServiceNow, Remedy, or Rave
• Familiarity with Microsoft 365 tools, including PowerAutomate, SharePoint, and Teams
• Excellent communication and interpersonal skills, with the ability to clearly articulate technical concepts
• Strong customer service orientation, with a focus on responsiveness, problem-solving, and attention to detail Self-motivated and capable of working independently, with a strong sense of responsibility and ability to thrive under pressure Fluency in English (spoken and written) – must be able to use English as the primary working language
• Ability to adapt quickly and learn new technologies in a fast-evolving environment

Preferred Qualifications

Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and experience troubleshooting network issues Experience supporting Mac OS and mobile devices (iOS, Android) Familiarity with Active Directory and PowerShell scripting Prior experience in a multinational or foreign enterprise environment