IT Support Engineer at TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo. We are seeking an IT Support Engineer to help us grow our IT environment. The IT Support Engineer is the first contact for end-user who will lead a team that acts as IT business partners. This team is focused not just on resolving incidents - but to find underlying problems and develop long term solutions. Reporting to the Regional Service Desk Manager, typical responsibilities will include: • Escalation point for tier 1 & 2 IT support specialist to provide top-notch support for our local offices as well as our world-wide remote office workers; Travel will be required. • Site owner for regional offices (site visit, move and changes) • Drive projects related to corporate computing and software such as email, backups, monitoring and productivity suite. • Develop tools and solutions to increase the operational efficiency of the IT Service management process with focus on excellent user experience. • Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan and execute the services. • Innovate and engineer new internal solutions that allow us to scale. • Performing advanced level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices and network services. Additional responsibilities include: • Championing the use of self-service IT resources, such as ticketing system and knowledge base • Supply management & procurement responsibilities • Provide event support, setup AV and live stream equipment • Create technical document standards, best practices and policies.
• A minimum of 6-8 years working in IT field. • Management experience or experience leading a small team. • College Degree in Computer Science, Systems Science, and Computer Engineering or 4+ years of relevant discipline. • Good understanding in at least three of the following skill-sets required within IT Operations: Windows, Mac, Unix/Linux, Networking, Scripting/Automation, Application troubleshooting and backup. • Familiarity with IDF and MDF or NOC experience • Systematic problem-solving approach with the ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist. • Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors. • Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills. • Excellent communication skills (oral and written) for global office communication and project deliverables. • Familiarity with Cisco, Aruba, Palo Alto, and SDN-based networking • Hardware/software/network training and/or certification in systems (such as CCNA, CCNP, MCSE, RHCSA, etc.)