Responsibilities：

• 35% Supports Windows desktop OS. Diagnoses and troubleshoots computer and general
• twork issues.
• 10% Provides timely resolution of end user problems
• 20% Provide support for field personnel remote communications and connectivity
• 10% Basic administration of phone systems
• 5% As necessary, performs other duties as required.
• Other Responsibilities: Perform other related duties as assigned, based on the business need
• Ability to communicate effectively both orally and in writing and to establish and maintain
• cooperative working relationships with persons contacted in the course of performing assigned
• duties including company management and outside business associates.
• Exercise independent judgment consistent with department guidelines\standards.
• Organize and prioritize workflow and to meet established timeframes.
• Maintain updated knowledge of policies, procedures, products and activities of assigned area.
• Participate in on call activities and follow escalation process to provide 7*24 support

Requirements：

• Minimum of 1 years’ experience and knowledge of remote & in-person Desktop support
• Excellent communication and customer service skills
• Effectively build and manage cross-functional relationships
• Ability to organize and prioritize workflow and to meet established timeframes
• Requires a Bachelor’s degree in computer science or equivalent training/education.
• Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level
• Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem.
• Must have experience working with ticket based systems for registering incidents and requests
• Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations.
• Experience with MS SCCM/Casper or equivalent computer imaging.
• Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable
• rvices
• Experience in Backups, Active Directory, O365, and Windows server environments
• Experienced in supporting smartphones (Android, iPhone and iPad) and other mobile devices
• Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software
• Expert knowledge of computer applications (Microsoft Word, Excel, PowerPoint, Access & Project, Windows, Mac OS, Visio)
• Respond to requests and incidents from Tesla Retail Store\Service Center user base
• Configure & troubleshoot endpoint devices, operating system, POS, desktop\kiosk applications, telephony, and all IT hardware located at site
• General knowledge of AV system support including, operation, installation, and configuration of projectors, amplifiers, AV matrix routers, control systems and touch panels.
• Excellent oral and written communication skills and able to communicate, read, and write effectively in the English language on all levels.
• Excellent customer service skills, strong attention to details with excellent follow up
• General understanding of server computing, networking, phone setup- support, storage, virtualization and business applications
• Travel to and from Tesla offices both domestically and internationally required
• Working knowledge in Microsoft, ITIL Foundation, OSX (certificate not required)
• Emphasis on Zoom Conferencing preferred

上班地址：上海市浦东新区临港产业区两港西大道