IT Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México Tiktok A tiempo completo

Job Summary

We are seeking a skilled IT Support Engineer to join our team at TikTok. As a key member of our IT department, you will be responsible for providing top-notch support to our local offices and remote workers.

Key Responsibilities

  • Escalation point for tier 1 & 2 IT support specialists
  • Site owner for one local office, responsible for 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

Requirements

  • 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

Preferred Qualifications

  • 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

About Us

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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