IT Support Engineer

at  TikTok

Responsibilities
About Company
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok’s purpose. Our platform is built to help imagination thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That’s how we drive impact - for ourselves, our company, and the communities we serve.
About The Team
The IT Support team is committed to using technology to provide employees with safe and reliable IT Services, including network system services, security services and computer software and Hardware services. At the same time, it pays attention to product system construction and R&D capacity enhancement, and builds IT output capabilities for internal and external products through innovative technologies. We are seeking an IT Cluster Lead to provide best of class IT Services to End Users.

Responsibilities

• Provide onsite/remote L1 and L2 technical support for our employees through Email, IM, Walk-in, and Ticketing
• The supporting scopes include but are not limited to end-user devices, conference technology, hardware and software within the site corporate environment
• The IT Support Engineer will provide build, setup, maintain, implement, and troubleshoot for all technology related matters affecting end-user productivity
• The incumbent will work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure and driving service improvement to assist in its growth
• May be assigned to lead initiatives/projects to drive technology improvement and user satisfaction as required.
• Drive continuous service improvement plans in technology-related matters affecting end-user productivity and improving user experience satisfaction
• Identify and develop better tools, and implements improvements and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user journeys, experiences and satisfaction.
• Work shifting 24/7 ready, and ready to work in every warehouse if necessary.

Qualifications

Minimum Qualifications

• Fundamental understanding of IT concepts regarding hardware and software, networking, data storage, data backups, and monitoring
• Core competency with Mac OS and Microsoft Windows and familiarity with data backup concepts and systems
• Good understanding of common PC & Mac hardware components and connections
• Good understanding of Network Protocols (TCP/IP/UDP/ICMP etc.)
• Good understanding of common applications: email (Gmail), G Suite, desktop publishing (Microsoft Office), web browsers (Safari, Chrome…Etc.).

Preferred Qualifications

• Working knowledge of Network Management, Conference Technology, and Audio Visual
• Working knowledge of each kind of PC(Mac/Win), mobile(Android/iOS) hardware device troubleshooting
• Working knowledge of software(installation/upgrading/network-connection) troubleshooting
• Working knowledge with 1 or more ITSM ticketing systems
• Working knowledge of mobile device management and support
• Working knowledge of Cloud-based applications & services

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too

• Provide onsite/remote L1 and L2 technical support for our employees through Email, IM, Walk-in, and Ticketing
• The supporting scopes include but are not limited to end-user devices, conference technology, hardware and software within the site corporate environment
• The IT Support Engineer will provide build, setup, maintain, implement, and troubleshoot for all technology related matters affecting end-user productivity
• The incumbent will work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure and driving service improvement to assist in its growth
• May be assigned to lead initiatives/projects to drive technology improvement and user satisfaction as required.
• Drive continuous service improvement plans in technology-related matters affecting end-user productivity and improving user experience satisfaction
• Identify and develop better tools, and implements improvements and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user journeys, experiences and satisfaction.
• Work shifting 24/7 ready, and ready to work in every warehouse if necessary