Job Description
The Cellular Support Specialist, EMEA, based in Amsterdam, will be responsible for managing and maintaining a robust customer service experience for cellular requests within Tesla's remote environment. This role requires strong problem-solving and analytical skills, as well as experience in troubleshooting Android and iOS devices, managing Mobile Device Management (MDM) systems (like Airwatch or Intune), and working with various wireless technologies (LTE, UMTS, GSM, CDMA, Bluetooth, WiFi). Responsibilities include responding to cellular incidents, ensuring cellular infrastructure availability, diagnosing issues, developing SOPs, collaborating with IT teams, managing hardware inventory, leading projects, building vendor relationships, and participating in 24/7 on-call support. The ideal candidate will possess a Bachelor's degree or equivalent, 5+ years of industry experience including vendor management, and experience supporting senior executives.
Must Have:
- 5+ years experience
- MDM experience (Airwatch, Intune)
- Wireless tech expertise (LTE, etc.)
- Android/iOS support
- Problem-solving skills
- Excellent communication
What to ExpectWhat You’ll DoWhat You’ll Bring
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.
- 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
- 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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