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

The IT Support team is committed to using technology to provide employees with safe and reliable IT Services, including network system services, security services and computer software and Hardware services. At the same time, it pays attention to product system construction and R&D capacity enhancement, and builds IT output capabilities for internal and external products through innovative technologies. We are seeking an IT Cluster Lead to provide best of class IT Services to End Users.
Responsibilities

• Manage IT related matters, taking care of the daily operation, escalations, and ad-hoc tasks. Provide updates, and knowledge sharing to the APAC team.
• Provide onsite/remote L1 and L2 technical support for our employees via various forms of interaction (Walk-in, Ticketing, Instant Messaging, Email).
• Our supporting scopes include but are not limited to end-user devices, conference technology, networking, and applications software within the site corporate environment.
• Identify and develop better tools, and implements improvements and solutions to increase the operational efficiency of the IT Service management process with a focus on excellent user journeys, experiences and satisfaction.

Qualifications

• Strong understanding of the following IT skillsets, Hardware and Software (Windows and Mac), Networking, Scripting, Automation, Application Troubleshooting, Mobile Device Management, and Preventive Maintenance.
• Minimum 5 years of relevant IT working experience in an on-site MNC end-user support environment.
• Good ability to learn and understand new technologies and able to continuously iterate in accordance with the problem in the process of technology.
• Business language fluency in English and one other local language.
• Bachelor's Degree or equivalent practical experience.
• Good problem-solving skills, and ability to troubleshoot and resolve issues independently.
• Team player with a collaborative mindset, able to consider the "big picture" during the decision-making process.
• Good understanding of applications such as LarkSuite, Google Workspace, Email (Gmail), Desktop Publishing (Microsoft Office), and Web Browsers (Safari, Chrome, etc.)
• IT Project Management Experience and IT Service Management Experience.
• Monitoring and improving SLA statistics.
• Able to establish good interaction with all parties and stakeholders and effectively coordinate the resources of various IT departments and actively participate in problem solving.

Leadership Qualities

• Accountability of projects/tasks being assigned.
• Effectiveness of utilizing available resources to achieve goals.
• Empathy and customer obsession.

Desired Skills

• Working knowledge of Network Management, Conference Technology, and Audio Visual.
• Working knowledge of each kind of PC(Mac/Win), mobile(Android/iOS) hardware device troubleshooting.
• Working knowledge of software(installation/upgrading/network-connection) troubleshooting.
• Working knowledge with 1 or more ITSM ticketing systems.
• Working knowledge of Cloud-based applications & services.
• Any program(eg. Java, PHP, python, shell script, low coding etc) coding experience will be a bonus.

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.