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    Senior IT Support Engineer - San Jose, United States - Tik Tok

    Tik Tok
    Tik Tok San Jose, United States

    3 weeks ago

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    Description
    Responsibilities

    About the Company
    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
    Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

    Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

    To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team.

    Status quo? Never. Courage? Always.
    At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
    Join us.

    About the Team
    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.


    Responsibilities:

    • Escalation point for tier 1 & 2 IT support specialists to provide topnotch support for our local offices as well as our worldwide remote office workers; Occasional travel will be required.
    • Site owner for one local office (site operation, move, and changes)
    • Manages tasks and projects in a fastpaced 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 advancedlevel troubleshooting tasks and operating system support on Microsoft Windows OS, Mac OS X, mobile devices, and network services.

    Additional responsibilities:

    • Championing the use of selfservice IT resources, such as selfservice support tools and knowledge base.
    • Supply management & procurement responsibilities.
    • Manage event support, set up AV and live stream equipment.
    • Create technical document standards, best practices, and policies.
    • Occasional weekend work.
    • Occasional travel is required.
    Qualifications


    Required Skills:

    • 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.
    • Handson 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 nontechnical users in simple and easytounderstand terms.
    • Strong attention to detail and a high degree of selfmotivation and task management skills.
    • Systematic problemsolving approach with the ability to adjust quickly to changing priorities and progress in high ambiguity and uncertainty areas.
    • Ability to collaborate crossdepartmentally to help identify trends and areas of potential improvement in IT services offered to the business and communicate at all levels within the organization.

    Desired additional skills:

    • 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.
    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 .


    Job Information:
    【For Pay Transparency】Compensation Description (annually) The base salary range for this position in the selected city is $ $230533 annually.

    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.

    Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life.


    We offer the following benefits to eligible employees:


    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.

    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.

    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.

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