It Support Engineer, Seattle -Usds

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.
About USDS
At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.
U.S. Data Security (“USDS”) is a standalone department of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
We are seeking an IT Support Engineer to help us grow our IT environment. The IT Support Engineer is the first contact for end-user who will lead a team that acts as IT business partners. This team is focused not just on resolving incidents - but to find underlying problems and develop long term solutions.
Responsibilities:

• Serves as a Tier 1 and Tier 2 escalation point and provides top-notch support for our local and remote offices teams
• Provide event support, setup AV and live stream equipment
• Represents IT in a professional manner to build partnerships across multiple cross functional teams and departments.
• Site owner for regional offices (site visit, move and changes) on all technology support and projects.
• Create technical document standards, best practices and policies
• Prioritizes and time manages multiple initiatives with emphasis on achieving objectives
• Diagnoses and trouble shoots complex technical and business problems
• Plans, develops, manages, and deploys solutions such as email, storage, backups, monitoring and productivity suites. Provides direct technical input to drive enterprise projects success
• Championing the use of self-service IT resources, such as ticketing system and knowledge base
• Partners with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan and execute the services
• Supply management & procurement responsibilities
• Develops tools and solutions to increase operational efficiency of the IT service management process with focus on excellent user experience
• Occasional travels
• High familiarity and awareness with cyber/information security
• Identifies large scale problems and creates solutions. Leads and proactively addresses services and processes gaps

Qualifications

• Has ability to use knowledge from data and analytics to support decision making
• Strong interpersonal skills and ability to work with diverse and cross-functional teams, customers, and external vendors
• 5 plus years of experience in the following skill-sets required within IT operations: Windows OS, Mac OS, Unix/Linux, Microsoft Active Directory, Google IAM, Cloud computing, scripting/automation, application troubleshooting and backup/storage
• Systematic problem solving approach with the ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist
• College Degree in Computer Science, Systems Science, and Computer Engineering or 4+ years of relevant discipline
• Excellent communication skills (oral and written)
• Open to travel as needed
• Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills
• 5 plus years of IT infrastructure and networking technology: general networking, familiarity with technologies such as Cisco, Aruba, Palo Alto, and SDN-based networking, familiarity with IDF and MDF or NOC, familiarity with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
• A minimum of 6-8 years of information technology background with 5 plus years of direct user-facing support experience
• Ability to manage local technical projects without supervision
• Hardware/software/network training and/or certification in systems (such as CCNA, CCNP, MCSE, RHCSA, etc.)

Preferred Qualifications:

• CompTia Sec+
• 2+ year Vmware Horizon VDI
• IDP / Email Experience
• Datacenter or NOC experience
• Project management experience
• CCNA
• Comptia A+
• Cloud Infrastructure
• 2+ years Vmware MDM (Workspace One)

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 during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected].
Job Information
The base salary range for this position in the selected city is $83093 - $148411 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.