Sr. 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 a Sr. IT Support Engineer to work in a highly technical hybrid role providing high level support to VIP users and work on infrastructure support projects. The Sr. IT Support Engineer will be the first contact for our VIP users in the AMS region. This will also be responsible for maintaining our key infrastructure and may lead technical initiatives/projects to drive improvement in our process. 30-40% travel in the US may be required.
Reporting to the Regional Service Desk lead and indirect matrix report to functional owners, typical responsibilities will include:
Primary responsibilities

• Provide onsite, remote and occasionally on the road support to VIP users.
• Creation and maintenance of documentation library for support teams for all covered services.
• Performing advance level troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices and network services.
• Ensure the highest levels of stability, capacity, performance, and uptime for supported infrastructure services.
• Maintain, support and design key infrastructure and create infrastructure support strategy.
• Provide support for special events, large webinars, and associated AV technology needs.
• Make recommendations and implement process improvements and technology changes based on industry best practices 
• Provide support across a wide range of technology platforms (Windows, MacOS, iOS and Android).
• Primary point of contact for VIP users and their technical needs.
• Develop and maintain VIP support documentation and strategy.
• Troubleshoot and mitigate complex WAN/LAN issues including those related to patch replication and deployment

Additional responsibilities include:

• Interface with other team members and work on day-to-day support assignments and delivering services to end-users when an extra hand is needed or when there is down time.
• Create standards, best practices and policies.

Qualifications
Required skills:

• Must have experience with large implementations of device management leveraging tools.
• College Degree in Computer Science, Systems Science, and Computer Engineering or 6 + years of relevant discipline.
• Understand security best practices, policies and standards and ensure that all systems are deployed accordingly.
• 5+ years of proven experience within IT engineering or system administrator role
• Good understanding of at least three of the following skill-sets required within IT Operations: Windows, Mac, Unix/Linux, Networking, Scripting/Automation, Application troubleshooting and backup.
• Previous VIP/White Glove IT support experience.
• Excellent customer service, multitasking skill
• Be trustworthy and maintain confidentiality, ability to communicate on different levels
• Fundamental understanding of network concepts including IP addressing, DNS, DHCP, etc.
• 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.
• Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.
• Demonstrable working knowledge of IT general practices and methods with in-depth technical knowledge covering Directory Services, Desktop Engineering, Identity and Access Management, Device Management, Endpoint Security, and other related skills to be successful in this role.
• Proven expertise in the VMware suite of cloud computing and virtualization technology.
• Detailed oriented and ability to document complex processes in a easy to understand manner

Desired Additional Skills:

• Professional-level VMware certifications desired
• Hardware/software/network training and/or certification in systems (such as CCNA, MCSA, RHCSA, etc.)

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 $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.