IT Support Engineer Lead TikTok

Overview

IT Support Engineer Lead At TikTok

Responsibilities

We are seeking an IT Support Engineer Lead to provide leadership locally to provide best of class IT services to end users. Primary responsibilities to lead a team of service desk specialist around the region to provide 1st line of technical support for our employees in the local offices and remote offices via various form of interaction (Email, IM, Walk-in, Ticketing).

The incumbent is responsible to oversee support for all end user computing (Windows/MAC/Mobile etc.) including conference technology (A/V & Web Conference) and applications/software within the corporate environment.

The ideal IT Support Engineer Lead At TikTok candidate is expected to

• Identify and problem solve complex systemic issues spanning multiple systems and teams as related to corporate IT initiatives.
• Partner with internal service owners and teams to evaluate technical solutions, create recommendations, obtain consensus, plan and execute the services.
• Automate and/or execute IT infrastructure-related projects such as VDI deployment and information security policy updates etc.
• Develop tools and solutions to increase the operational efficiency of the IT Service management process with focus on excellent user journeys or experiences.
• Innovate and design new internal solutions that allow us to scale.
• Lead initiatives/projects to drive technology improvement and user satisfaction as required.

The role is responsible to drive continuous service improvement in the area of technology related matters affecting end-user productivity and improving user experience satisfaction. The role will report to the Regional Service Desk Manager.

He/she will interface daily with other technical staff, and work on assignments and delivering services to end-users. The incumbent will work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure and drive service improvement to assist in its growth.

IT Support Engineer Lead At TikTok Qualifications

Bachelor’s degree or equivalent practical experience

Experience Level:

Minimum 6 to 8 years of relevant technical IT work experience in an on-site end user support environment.

Business language fluency in English and one other local language. Ability to communicate in Chinese for global cross communication will be advantageous.

IT Support Engineer Lead At TikTok Mandatory requirement:

• Strong understanding of complex IT infrastructure and IT service management best practices.
• A team player and creative thinker, with the ability to work well in a globally distributed cross-functional environment, able to consider the “big picture” during decision making process.
• Understanding in at least three of the following skillsets required within IT Operations: Windows, Unix, Networking, Scripting, Automation and Application troubleshooting.
• Systematic problem solving approaching with the ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist.
• Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills.
• Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.

IT Support Engineer Lead At TikTok Desired Traits:

• Inspire and bring out the best of team members.
• Accountability of projects/task being assigned.
• Delegate and empower effectively of team members.
• Effectiveness in utilizing available resources to achieve goals.
• Empathy and customers obsessed.

Desired Skills:

IT Project Management Experience.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy. The platform is a home for creative expression through videos that create a genuine, inspiring, and joyful experience. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

Our Culture

At TikTok, it’s your turn to make a change. We enable every creator: we enable our users and employees to be creators, whether it’s through their videos or in their careers. We explore every possibility: we encourage curiosity and ask our team to search for inspiration in themselves and the world around them. We connect every corner of the world: our app enables a global community and inspires interaction through connection.

Our Vision

TikTok is now available in over 150 markets, and in 75 languages. It is a place where everyone belongs – regardless of nationality, ethnicity, gender or socio-economic levels – and offers a vibrant buzzing atmosphere that celebrates trends and embraces diversity. TikTok has become a marketplace for ideas around the globe, transcending boundaries to create a diverse hub of content.

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