דרושים Desktop Support Technician ב-Tesla ב-Australia, Melbourne

• Provide the highest level of customer support by answering inbound calls and emails
• Evaluate the needs of customers and work in a creative, proactive manner to resolve technical issues with the battery systems
• Educate our Installers and customers so they have optimal confidence in the operation of their energy storage system
• Determine if a technical solution can be resolved via phone or if service or further diagnostics is needed
• Communicate customers concerns with technical support Tier 2, Service Engineering, or Field Service as necessary.
• Accurately record issues and data into CRM database
• This role may require a shifted work week on occassion

• Electrical or Mechatronics engineering background strongly preferred
• Excellent written and oral English communications skills
• Excellent customer service skills
• Ability to prioritize effectively and handle shifting priorities
• Experience with CRM systems and MS Office Suite
• Energy industry experience or background in technical support or call center environment preferred
• Understanding of distributed generation and/or energy storage systems preferred
• Ability to follow oral and written instructions with attention to detail
• Willingness to learn about new and innovative technologies
• Willingness to assist and teach others on the team
• Establish and maintain positive, cooperative, working relationships
• Effectively handle multiple priorities, organize workload, and meet deadlines

• Provide top-tier customer support via inbound calls and emails.
• Educate installers and customers to ensure confidence in their residential energy storage systems.
• Assess whether issues can be resolved remotely or if further service and diagnostics are necessary.
• Escalate complex concerns to Tier2 support, Service Engineering or Field Service teams as needed.
• Accurately document issues and data in the CRM database.
• Flexibility to work a shifted schedule as support demands increase.

• Bi-lingual candidates (Japanese, Mandarin, or Thai a strong plus)
• Minimum of 3 years of relevant experience, ideally with an electrical or engineering background.
• Excellent written and verbal communication skills in English.
• Outstanding customer service skills.
• Ability to effectively prioritize and manage shifting priorities.
• Experience with CRM systems and the MS Office Suite.
• Background in the energy industry or technical support is preferred.
• Understanding of distributed generation and/or energy storage systems is an advantage.
• Attention to detail in following oral and written instructions.
• Enthusiasm for learning new and innovative technologies.
• Willingness to assist and mentor team members.
• Ability to establish and maintain positive, cooperative working relationships.
• Capable of handling multiple priorities, organizing workload, and meeting deadlines.
• Team-oriented with a focus on achieving common goals.

• Provide the highest level of customer support by answering customer inquiries
• Maintain a high fleet availability through pro-active monitoring and resolving issues before they impact the customer
• Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the battery systems
• Educate our Installers and customers so they have optimal confidence in the operation of their energy storage system
• Determine if a technical solution can be resolved remotely or if on-site service is required
• Communicate customers concerns with NOC Managers, Service Engineering, or Field Service as necessary
• Accurately record issues and data into a CRM database
• This role may require shifted workweek to provide weekend support

• Minimum 2 year of relevant work experience, preferably with an electrical, electronics, or mechatronics engineering background
• Excellent written and oral English communications skills
• Excellent customer service skills
• Ability to prioritize effectively and handle shifting priorities
• Experience with CRM systems and MS Office Suite
• Energy industry experience or background in a technical support
• Understanding of distributed generation and/or energy storage systems preferred

• Troubleshoot and repair equipment as defined by the service engineering team
• Perform complex and precise electro-mechanical debug, rework and repair
• Perform tasks requiring a high level of skill and patience
• Comfortable and able to work with Medium and High Voltage environments while maintaining a safety focus
• Operate a variety of hand tools, power tools and LV/MV/HV test equipment for diagnosis and troubleshooting
• Develop and follow best practices and procedures for various maintenance activities related to Tesla Energy equipment
• Maintain high levels of communication and feedback within the Tesla Energy service organization; prepare daily updates of work completed, problems identified, and future timelines.
• Have flexibility to provide support outside your region and possibly outside the country as required
• Perform other related duties as assigned per our growth and diversity across applications
• Actively work across Powerpack and Megapack Utility sites, ensuring operations & maintenance requirements are met, maintaining a healthy fleet that is performing optimally

• Certified Electrician (Cert III (3)+ in Electrical/Electro Technology)
• Minimum 5 years’ experience, with at least 3 years’ electrical experience within the Utility sector (Solar/Wind experience is preferred)
• Must have up to date Electrical Registration/License
• Must have HV switching certification and experience
• SCADA operating experience is a plus
• Must be able to work from complex and detailed documentation and/or verbal and written instructions depending on situation
• Strong computer skills, ability to utilise proprietary and 3rd party OEM software
• Ability to communicate and function well in a mobile office setting
• Ability to read and understand manufacturing instructions, electrical diagrams, and mechanical drawings
• Must be reliable, have good initiative, committed, and quality focused
• Willingness to work outdoors, occasionally on the road at unusual hours
• Valid driver’s license required
• Knowledge of operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public
• Ability to effectively handle multiple priorities, organize workload, and meet deadlines
• Ability to maintain and perform top level professional integrity and appearance

• Troubleshoot and repair equipment as defined by the service engineering team
• Be ready to travel for extended periods of time covering multiple locations
• Perform complex and precise electro-mechanical debug, rework and repair
• Perform tasks requiring a high level of skill and patience
• Operate a variety of hand tools, power tools, diagnostic and measuring equipment (including DMMs and oscilloscopes)
• Develop and follow best practices and procedures for various maintenance activities related to Tesla Energy equipment
• Maintain high levels of communication and feedback within the Tesla Energy service organization; prepare daily updates of work completed, problems identified, and future timelines
• Have flexibility to provide support outside your region and possibly outside the country as required
• Perform other related duties as assigned per our growth and diversity across applications
• Actively work across Powerwall and Supercharger sites, ensuring they stay online and performing at an optimal level

• Certified Electrician (Electrical License Level 4) including current Electrical Workers Board Registration
• Minimum 3+ years’ electrical experience’ within the Commercial, Industrial or Utility sector (Solar/Wind experience is preferred)
• Must have up to date Electrical Registration/Licence
• Police Check Required, must have a clear record
• Must be able to work from complex and detailed documentation and/or verbal and written instructions depending on situation
• Strong computer skills. Comfort with Microsoft office and cloud-based computing programs.
• Ability to communicate and function well in a mobile office setting
• Ability to read and understand manufacturing instructions, electrical diagrams, and mechanical drawings
• Must be reliable, have good initiative, committed, and quality focused
• Willingness to work outdoors, on the road, at unusual hours
• Ability to lift up to 20-25kg if required
• Valid driver’s license required
• Knowledge of operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment
• Ability to follow oral and written instructions
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public
• Ability to effectively handle multiple priorities, organize workload, and meet deadlines
• Ability to maintain and perform top level professional integrity and appearance

• Troubleshoot and repair equipment as defined by the service engineering team
• Perform complex and precise electro-mechanical debug, rework and repair
• Perform tasks requiring a high level of skill and patience
• Comfortable and able to work with Medium and High Voltage environments while maintaining a safety focus
• Operate a variety of hand tools, power tools and LV/MV/HV test equipment for diagnosis and troubleshooting
• Develop and follow best practices and procedures for various maintenance activities related to Tesla Energy equipment
• Maintain high levels of communication and feedback within the Tesla Energy service organization; prepare daily updates of work completed, problems identified, and future timelines.
• Have flexibility to provide support outside your region and possibly outside the country as required
• Perform other related duties as assigned per our growth and diversity across applications
• Actively work across Powerpack and Megapack Utility sites, ensuring operations & maintenance requirements are met, maintaining a healthy fleet that is performing optimally

• Certified Electrician (Cert III (3)+ in Electrical/Electro Technology)
• Minimum 5 years’ experience, with at least 3 years’ electrical experience within the Utility sector (Solar/Wind experience is preferred)
• Must have up to date Electrical Registration/License
• Must have HV switching certification and experience
• SCADA operating experience is a plus
• Must be able to work from complex and detailed documentation and/or verbal and written instructions depending on situation
• Strong computer skills, ability to utilise proprietary and 3rd party OEM software
• Ability to communicate and function well in a mobile office setting
• Ability to read and understand manufacturing instructions, electrical diagrams, and mechanical drawings
• Must be reliable, have good initiative, committed, and quality focused
• Willingness to work outdoors, occasionally on the road at unusual hours
• Valid driver’s license required
• Knowledge of operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public
• Ability to effectively handle multiple priorities, organize workload, and meet deadlines
• Ability to maintain and perform top level professional integrity and appearance

Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers, computer hardware, mobile device, AV system and familiar with retail store support via Ticketing and Phone support and onsite support as required

· Support Windows and MAC

· Diagnose and troubleshoot computer and general network issues

· Provide timely resolution of end user problems as per SLA

· Provide support for field personnel remote communications and connectivity

· Basic administration of phone systems

· Perform other duties as required by 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 24/7 support on weekdays and weekend

· Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software onsite and remote

· 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/Jamf or equivalent computer imaging

· Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services

· Experience in Backups, Active Directory, O365, and Windows server environment

· 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 English and other local language

· 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