IT Support Engineer

hace 2 semanas

City, México TikTok A tiempo completo

Responsibilities
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, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations 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.
Join us.

**Team Introduction**:
AMS Desk Services provides local IT service for TikTok users, resolves hardware/software-related issues, supports conference rooms, and fulfills IT-related requests.

We are seeking an IT Support Engineer to help us grow our IT environment. IT Support is the first contact for the end user. This team focuses on resolving incidents and finding underlying problems and developing long-term solutions.

**Typical responsibilities will include**:

- Escalation point for tier 1 & 2 IT support specialists to provide top-notch support for our local offices as well as our worldwide remote office workers; Occasional travel will be required.
- Site owner for one local office (site operation, move, and changes)
- Manages tasks and projects in a fast-paced environment, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
- Collaborate and deliver on projects related to corporate computing and software such as A/V, monitoring, and productivity suite.
- Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.
- Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, and plan and execute the services.
- 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 self-service support tools and knowledge base.
- Supply management & procurement responsibilities.
- Manage event support, set up AV and live stream equipment.
- Create technical document standards, best practices, and policies.
- Occasional weekend work.
- Occasional travel is required.

**Qualifications**:
**Required skills**:

- A minimum of 5 years working in the IT field.
- College Degree in Computer Science, Systems Science, and Computer Engineering or 5+ years of relevant discipline.
- Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.
- Demonstrated experience supporting devices and peripherals running on Windows, Mac, Android, and iOS.
- Hands-on experience with systems such as VDI, Cloud Print, Anti-Virus, EDR, and related technologies.
- Support experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
- Familiarity with standard ticketing tools.
- Ability to articulate technical solutions to non-technical users in simple and easy-to-understand terms.
- Strong attention to detail and a high degree of self-motivation and task management skills.
- Systematic problem-solving approach with the ability to adjust quickly to changing priorities and progress in high ambiguity and uncertainty areas.
- Ability to collaborate cross-departmentally to help identify trends and areas of potential improvement in IT services offered to the business and communicate at all levels within the organization.

**Desired additional skills**:

- Hardware/software/network training and/or certification in systems (such as Comptia A+/Network+, MCSA, Apple certification, etc...).
- Basic scripting/automation capability (Shell, Python, Perl PHP, C+++, Java)
- Team management experience.
- VIP/White Glove support experience.

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.

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