What To Expect
The IT Field Support Technician – IT Operations, is at the forefront of supporting our remote environment across all regions. We are the face of Tesla IT and act as primary contact for our remote user base. This role will closely work with our user base and various IT staff to coordinate multiple projects, ensure day to day incidents are quickly addressed, and handle outages related to core infrastructure. The position will require onsite and remote troubleshooting with the ability to work independently with minimal supervision. The ideal candidate should have a strong passion for technology and have experience in a fast-paced corporate environment. The candidate is expected to be based in Mexico City, with some travel to Tesla's field sites.

What You'll Do

Deploy and support various endpoint systems which include desktop\laptop hardware, POS terminals, tablets, digital signage, printers, and telephony devices

Respond to requests and incidents from a remote user base

Proactively ensure the highest levels of systems and infrastructure availability in Tesla Centers. Maintain security, backup, redundancy strategies, and documentations

Diagnose customer, or site issues and address in advance of service disruptions. Document system standards with written procedures and processes

Work closely with multiple IT Operations teams to resolve issues and deploy equipment into the production environment

Understanding project requirements and developing project plans to deliver on time through collaboration with different teams within Tesla. Participate in on-call activities and follow the escalation process to provide 24/7 support

Frequent travel to and from remote sites across regions, with occasional last-minute travel requirements

What You'll Bring

Bachelor’s Degree in Computer Science, Networking, Information Systems, or equivalent experience

Minimum of five years' experience with desktop, infrastructure, network, and software support. Experience supporting senior-level executives and management

Support experience with IPSec, MPLS, SD-WAN, and 4G LTE modem networks – ability to log level 1 technical support tickets with service providers

Excellent understanding of Windows and Linux networking components including, TCP/IP, DNS, DHCP, OSI model, etc. Support experience with Juniper, Cisco, and Aruba products

Experience with Active Directory, Exchange, SCCM, and Windows server environments. Experience in supporting Apple and Android mobile devices along with Intune MDM

Experience troubleshooting PC hardware, printers, handheld radios, digital signage. Must have good communication skills. Must be available for mandatory on-call rotation and occasional weekend support. Ability to organize and prioritize workflow to meet established timeframes

Strong attention to detail with excellent follow-up. PowerShell or Python experience is a plus. Certifications such as JNCIA, MCSE or CCNA is a plus