IT Support Engineer - IT Service Desk

Responsibilities

• Manage and resolve IT tickets. Investigate, diagnose, and resolve technical issues within defined service level agreements (SLAs), escalating complex issues when appropriate.
• Prioritise effectively, managing multiple competing tasks concurrently.
• International collaboration and ownership of IT‑related projects across a range of services.
• Assist with the development of tools and solutions to increase the operational efficiency of our IT Service, while always focusing on excellent customer experience.
• Partner with internal and external teams to evaluate technical solutions, provide recommendations, obtain consensus and plan and execute services.
• Champion the use of self‑service IT resources, such as self‑service support tools and knowledge base.
• Assist in tracking and managing IT assets, including hardware and software inventory.
• Manage event support, set up AV and live‑stream equipment.
• Create, update, and maintain technical documentation.
• Comfortable working autonomously and as part of an international team.
• IT assets inventory management and conducting regular audits.

• Minimum:
  Bachelor's Degree in Computer Science, Systems Science, Computer Engineering, or related fields.
• Excellent customer service skills and passion for exceeding expectations.
• Ability to articulate technical solutions to non‑technical users in simple, easy‑to‑understand terms.
• Place clients at the forefront of all interactions, understand their requirements and create a positive client experience throughout.
• Comfortable working under pressure and delivering within tight time frames.
• Excellent written and verbal communication skills.
• Excellent diagnostic and effective problem‑solving techniques.

Preferred:
Proven ability to prioritise and manage multiple high‑priority tasks simultaneously.

Preferred:
Ability to adapt troubleshooting approaches based on the specific problem and environment.

Tik Tok is the leading destination for short‑form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy – a mission we work towards every day.

Tik Tok 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. We are passionate about this and hope you are too.