Cellular Support Specialist, EMEA

3 Weeks ago • 5 Years + • Administrative • Undisclosed

About the job

2 skills required for this role

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excel

pivot-tables

Job Description

The Cellular Support Specialist, EMEA, at Tesla, provides frontline support for the company's remote environment. This role involves managing and maintaining a high level of customer service for cellular requests, responding to incidents, ensuring cellular infrastructure availability in Tesla Centers, and troubleshooting cellular and MDM-related issues. The position requires diagnosing problems, developing standard operating procedures, collaborating with IT teams, managing hardware inventory, leading projects, and building relationships with vendors. 24/7 on-call support is also part of the responsibilities. The ideal candidate possesses a strong passion for technology, experience in a fast-paced environment, and expertise in wireless technologies, Android and iOS device support, and Mobile Device Management (MDM).

Must have:

Manage cellular requests & incidents
Troubleshoot cellular & MDM issues
Develop & maintain SOPs
Collaborate with IT teams
Manage hardware inventory
Strong customer service skills
Experience with wireless technologies (LTE, UMTS, GSM, CDMA, Bluetooth, WiFi)
Experience supporting Android and iOS devices
Experience with MDM (Airwatch, Intune, DEP)

What to Expect

The Cellular Solutions Administrator - IT Operations, is at the forefront of supporting our remote environment across all regions. We are the face of Tesla IT and act as a 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 cellular related issues. 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.

What You’ll Do

Manage and maintain a robust customer service experience with cellular requests
Respond to Cellular requests and incidents from users at different levels
Proactively ensure the highest levels of cellular infrastructure availability in Tesla Centers
Diagnose cellular, or MDM-related issues and address
Develop and maintain standard operating procedures and processes
Work closely with multiple IT Operations teams to resolve issues and deploy equipment into production environment
Responsible for maintaining hardware inventory
Lead various hardware management projects
Develop and maintain strong relationships with our business partners and vendors
Participate in on-call activities and follow escalation process to provide 24/7 support

What You’ll Bring

Bachelor’s degree or equivalent training/education
Five years of industry experience and vendor management experience
Experience with supporting senior level executives and Experience with wireless technologies including LTE, UMTS, GSM, CDMA, Bluetooth, WIFI
Strong background in supporting and troubleshooting Android and iOS devices
Experience with Mobile Device Management (Airwatch, Intune, DEP)
Solution driven mindset, strong problem solving and analytical skills
Excel Proficiency, proven ability to manipulate data sets, create pivot tables, generate and perform analysis on reports
Ability to effectively communicate with a variety of stakeholders including internal customers, management, executive leadership, teammates, and vendors
Ability to organize and prioritize workflow to meet established timeframes
Strong attention to detail with excellent follow up

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