Technical IT Support Professional for Global Operations

hace 5 días


Ciudad de México, Ciudad de México TikTok A tiempo completo

About AMS Desk Services

:AMS Desk Services is the premier provider of IT services for TikTok, resolving complex hardware and software issues, ensuring seamless conference room operations, and fulfilling diverse IT requests. We seek a seasoned Technical IT Support Professional to drive our IT environment's growth. As the first point of contact for users, this role focuses on resolving incidents, identifying underlying problems, and implementing long-term solutions.

Key Responsibilities:
  • Deliver Exceptional IT Support: Provide top-notch technical assistance to our global offices and remote workers, ensuring optimal productivity.
  • Collaborate with Technical Staff: Interface daily with other technical experts, work on assignments, and deliver high-quality services to end-users.
  • Technology Setup and Maintenance: Design, set up, maintain, implement, and troubleshoot technology issues related to laptops, desktops, and systems affecting user productivity.
  • Troubleshooting and OS Support: Perform basic-level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices, and network services.
  • Mobile Device Support: Offer setup, installation, and post-installation support for mobile devices.
Additional Responsibilities:
  • Champion Self-Service Resources: Promote the use of self-service IT tools and knowledge base.
  • Event Support: Manage event support, set up AV and live stream equipment.
  • Technical Documentation: Create comprehensive technical documents.
  • Flexibility: Be prepared for occasional weekend work and limited travel requirements.

Requirements:

  • Education: College degree in Computer Science, Systems Science, or Computer Engineering, or a minimum of 3 years of experience in the IT field.
  • Critical Skills: Excellent customer service, organizational, prioritization, multitasking, and communication skills.
  • Technical Expertise: Proven experience supporting devices and peripherals running on Windows, Mac, Android, and iOS.
  • Network and Collaboration Tools: Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
  • Articulation: Ability to clearly explain technical solutions to non-technical users.
  • Problem-Solving: Systematic approach to problem-solving with flexibility in high ambiguity and uncertainty areas.
  • Instruction Following: Willingness to learn new procedures and tasks.

PREFERRED QUALIFICATIONS:

  • Training and Certification: Hardware/software/network training and/or certification in systems.
  • Scripting/Automation: Basic scripting/automation capability.
  • VIP Support: Experience with VIP/White Glove support.
  • Familiarity with Ticketing Tools: Familiarity with standard ticketing tools.
  • Attention to Detail: Strong attention to detail and self-motivation.

Estimated Salary: $80,000 - $110,000 per annum



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