Tier 1 Network Support Engineer, IT Network Infrastructure Engineering

The Tier 1 Network Support provides day-shift operational support for network infrastructure supporting RT environments. This role is responsible for initial triage, troubleshooting, ticket ownership, change execution, and escalation of network incidents, including circuit issues, power-related outages, service-impacting alerts, and routine change requests. The position works closely with Staff and Senior Network Engineers to follow established runbooks, maintain accurate documentation, and support reliable network operations.

• Serve as the initial point of contact for Tier 1 network support, incident triage, and escalation
• Monitor network alerts, service health, and operational dashboards to identify potential issues and service-impacting events
• Troubleshoot basic network incidents related to circuits, connectivity, power outages, device reachability, and routine service interruptions
• Follow documented runbooks and standard operating procedures to execute approved Tier 1 changes and operational tasks
• Create, update, and maintain detailed tickets with clear issue descriptions, troubleshooting steps, escalation notes, and closure details
• Proactively review open incidents, requests, and follow-up items to drive timely resolution and accurate status reporting
• Escalate unresolved or complex issues to Tier 2, Staff, or Senior Network Engineers with complete handoff information
• Support reporting on network service metrics, incident trends, ticket quality, and operational performance indicators
• Contribute to and maintain the network knowledge base, including troubleshooting procedures, known issues, runbooks, and support documentation
• Work collaboratively with engineering, operations, field support, and business stakeholders during incidents and work occasional weekends, after-hours maintenance windows, and holidays as business needs require
• Bachelor's degree in Information Systems, Networking, Computer Science, or a related field, or equivalent practical experience
• Experience in a technical support, network operations, service desk, or infrastructure support environment
• Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, routing, switching, wireless, VPN, and basic troubleshooting methods
• Ability to work in a fast-paced operational environment while prioritizing outages, incidents, troubleshooting activities, and change requests
• Strong written and verbal communication skills, including the ability to document technical details clearly and provide concise status updates
• Demonstrated ownership, discipline, and follow-through in managing support tickets, escalations, and operational tasks
• Ability to identify opportunities to improve support processes, runbooks, documentation quality, and KPI reporting
• Experience with monitoring, logging, and network management tools such as protocol analyzers, SNMP, NetFlow, IPAM, RADIUS, or Splunk
• Familiarity with ITSM or ticketing platforms and standard incident, problem, and change management practices
• Network-related certifications such as CompTIA Network+, Cisco CCNA, or equivalent training

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program
• Earned Wage Access: Real-time pay access paid daily, subject to eligibility and schedule (applicable for below Sr. Managers levels)

Expected Compensation

$140,000 - $252,000/annual salary + cash and stock awards + benefits

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.