Support Engineer - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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.

USDS Support team's mission is to empower our organization with innovative technology solutions that enhance productivity, streamline operations, and drive growth. We strive to be a trusted partner to all cross functional teams, providing exceptional support and technical guidance to achieve their goals. Through collaboration and a commitment to excellence, we aim to make technology work seamlessly for our users, ultimately enabling them to focus on what matters most - delivering value to our organization and our customers.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Site owner for local and regional offices (site visit, move and changes) on all technology support and projects
- Represents IT in a professional manner to build partnerships across multiple cross functional teams and departments.
- Serves as a Tier 1 escalation point and provides top-notch support for our local and remote office(s) teams.
- Provide event support, setup AV and live stream equipment
- Create technical document standards, best practices and policies
- Partners with internal service owners and teams to evaluate technical solutions, provide recommendations, obtain consensus, plan and execute the services
- Plans, develops, manages, and deploys solutions such as email, storage, backups, monitoring and productivity suites. Provides direct technical input to drive enterprise projects success.
- Develops tools and solutions to increase operational efficiency of the IT service management process with focus on excellent user experience
- Prioritizes and time manages multiple initiatives with emphasis on achieving objectives
- Diagnoses and trouble shoots complex technical and business problems
- Supply management & procurement responsibilities
- Championing the use of self-service IT resources, such as ticketing system and knowledge base

Qualifications

Minimum Qualifications:
- Strong information technology background with 1 or more year(s) of direct user-facing support experience
- Strong experience in the following skill-sets required within IT operations: Windows OS, Mac OS, Microsoft Active Directory, Google IAM
- Strong IT infrastructure and networking technology: general networking, familiarity with technologies such as Cisco, Aruba, Palo Alto, and SDN-based networking, familiarity with IDF and MDF or NOC, familiarity with networking concepts such as DNS, DHCP, SSL, OSI Model, and TCP/IP
- Systematic problem solving approach with the ability to adjust quickly to changing priorities and make progress in areas where high ambiguity and uncertainty exist
- Strong interpersonal skills and ability to work with diverse and cross-functional teams, customers, and external vendors
- Excellent customer service, organizational, prioritization, multitasking, communication and leadership skills

Preferred Qualifications:
- Comptia A+
- CompTia Sec+
- Vmware MDM (Workspace One)
- IDP / Email Experience
- Ability to manage local technical projects without supervision
- Open to travel as needed

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 https://shorturl.at/ktJP6

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.