It Support Engineer - La

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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
Team Introduction:
The US Service Desk Team provides local IT support and services for TikTok users based in our office locations and remotely throughout the region. In office support includes resolving hardware/software related issues, support for conference/meeting rooms and fulfills any other IT support related needs of TikTok users.
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:

• Site owner for one local office (site operation, move, and changes)
• Performing advanced-level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices, and network services.
• 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.
• 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
• Develop tools and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user experience.
• Collaborate and deliver on projects related to corporate computing and software such as A/V, monitoring, and productivity suite.
• Partner with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, and plan and execute the services.

Additional responsibilities include:

• Occasional weekend work.
• Create technical document standards, best practices, and policies.
• Provide event support, set up AV and live stream equipment.
• Championing the use of self-service IT resources, such as self-service support tools and knowledge base
• Supply management & procurement responsibilities

Qualifications
Required skills:

• Excellent customer service, organizational, prioritization, multitasking, communication, and leadership skills.
• A minimum of 5 years working in the IT field.
• Demonstrated experience supporting devices and peripherals running on Windows, Mac, Android, and iOS.
• Hands-on experience with systems such as Active Directory, DHCP, Anti-Virus Software, and related technologies with an understanding of computer networks (LAN / WAN / Wireless / VPN).
• 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.
• College Degree in Computer Science, Systems Science, and Computer Engineering or 5+ years of relevant discipline.
• 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 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.
• Systematic problem-solving approach with the ability to adjust quickly to changing priorities and progress in high ambiguity and uncertainty areas.

Desired additional skills:

• Basic scripting capability (Shell, Python, Perl PHP, C+++, Java).
• Team management experience.
• Hardware/software/network training and/or certification in systems (such as Comtia A+/Network+, MCSA, Apple certification, etc...).
• VIP/White Glove support experience.
• Multi-language speakers (local + English) are preferred for global office communication and project deliverables.

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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]
Job Information
The base salary range for this position in the selected city is $85500 - $116850 annually.
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Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:
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We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
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Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
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We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.