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17 May 2020
Job ID: JKT-54383
IT SUPPORT ENGINEER LEAD

We are seeking an IT Support Engineer Lead to provide leadership locally to provide best of class IT services to end users. Primary responsibilities to lead a team of service desk specialist around the region to provide 1st line of technical support for our employees in the local offices and remote offices via various form of interaction (Email, IM, Walk-in, Ticketing). The incumbent is responsible to oversee support for all end user computing (Windows/MAC/Mobile etc.) including conference technology (A/V & Web Conference) and applications/software within the corporate environment.

 The ideal candidate is expected to

  • Identify and problem solve complex systemic issues spanning multiple systems and teams as related to corporate IT initiatives.
  • Partner with internal service owners and teams to evaluate technical solutions, create recommendations, obtain consensus, plan and execute the services.
  • Automate and/or execute IT infrastructure-related projects such as VDI
  • deployment and information security policy updates etc.
  • Develop tools and solutions to increase the operational efficiency of the IT Service management process with focus on excellent user journeys or experiences.
  • Innovate and design new internal solutions that allow us to scale.
  • Lead initiatives/projects to drive technology improvement and user satisfaction as required.

The role is responsible to drive continuous service improvement in the area of technology related matters affecting end-user productivity and improving user experience satisfaction. The role will report to the Regional Service Desk Manager.

will interface daily with other technical staff, and work on assignments and delivering services to end-users. The incumbent will work closely with all users and management for issue resolutions, monitoring of our corporate IT infrastructure and drive service improvement to assist in its growth.

Qualification:

  • Bachelor’s degree or equivalent practical experience

Experience Level:

  • Minimum 6 to 8 years of relevant technical IT work experience in an on-site end user support environment.
  • Business language fluency in English and one other local language. Ability to communicate in Chinese for global cross communication will be advantageous.

Mandatory requirement:

  • Strong understanding of complex IT infrastructure and IT service management best practices.
  • A team player and creative thinker, with the ability to work well in a globally distributed cross-functional environment, able to consider the “big picture” during decision making process.
  • Understanding in at least three of the following skillsets required within IT Operations: Windows, Unix, Networking, Scripting, Automation and Application troubleshooting.
  • Systematic problem solving approaching with the ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist.
  • Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills.
  • Strong interpersonal skills and ability to work with cross-functional teams, customers, and external vendors.

Desired Traits:

  • Inspire and bring out the best of team members.
  • Accountability of projects/task being assigned.
  • Delegate and empower effectively of team members.
  • Effectiveness in utilizing available resources to achieve goals.
  • Empathy and customers obsessed.

Desired Skills:

  • IT Service Management Experience. 
  • IT Project Management Experience.
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Job Details:

Benefits:
  • Five-day work week
  • Overtime pay
  • Performance bonus
  • Travel allowance
  • Medical insurance
  • Dental insurance
  • Life insurance

TIKTOK PTE. LTD
About TikTok TikTok is a destination for short-form mobile videos. Our mission is to capture and present the world's creativity, knowledge, and moments that matter, directly from the mobile phone. TikTok enables everyone to be a creator and encourages users to share their passion and creative expression through their videos. https://www.tiktok.com/ TikTok is based in Los Angeles, with global offices in London, Berlin, Tokyo, Seoul, Shanghai, Beijing, Singapore, Jakarta, Mumbai and Moscow. In early 2018, TikTok was one of the most downloaded apps in the world. TikTok is available worldwide for iOS and Android.  Our Culture At TikTok, it's your turn to make a change. We are building a global organization of the best talent who will inspire innovation and creation in our organization. We approach everyday as a new day, we confront challenges with courage and we believe in creating impact through our product.  US Headquarters: Culver City, LA
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