OverviewGet AI-powered advice on this job and more exclusive features.ResponsibilitiesAct as the decision-maker and escalation point for Tier 1 and Tier 2 IT support specialists, resolving complex technical issues with speed and efficiency.Take ownership of identifying recurring challenges and lead the creation of Standard Operating Procedures (SOPs), technical documentation, and scalable processes to address root causes and improve IT operations.Assess and evaluate the IT environment to anticipate challenges, identify gaps, and implement solutions that minimize downtime and improve service efficiency.Lead and execute IT projects related to corporate systems, productivity tools, infrastructure upgrades, monitoring solutions, and A/V enhancements.Design and implement automated tools and workflows to streamline IT service delivery, reducing manual effort and increasing operational efficiency.Collaborate with cross-functional teams, stakeholders, and service owners to analyze technical requirements, provide recommendations, and ensure the successful execution of projects.Act as a technical advisor, aligning IT solutions with organizational priorities while balancing user experience, cost optimization, and system efficiency.Oversee IT asset management, including procurement decisions, inventory control, and lifecycle management to ensure optimal resource allocation.Own and perform advanced troubleshooting for Windows, Mac, mobile devices, network services, VPN, and collaboration tools, delivering timely and decisive solutions.Lead technical event support, managing A/V setups, live streaming technology, and onsite/virtual events to ensure seamless execution.QualificationsMinimum Qualifications5+ years of hands-on experience in IT support with a proven track record of leadership, decision-making, and ownership in managing complex IT issues. Bachelor’s degree in Computer Science, IT Systems, or equivalent experience.Proficient in English listening, speaking, reading and writing. Please also submit your resume in English.Experience creating and maintaining SOPs, workflows, and IT standards that enable scalability and consistency in IT operations.Strong technical expertise in supporting Windows, Mac, iOS, and Android platforms, as well as tools such as VPN, Cloud Print, Anti-Virus, EDR, and monitoring solutions.Experience managing wired/wireless networks, collaboration tools (Chat, Video Conferencing), and A/V systems.Proven leadership in delivering projects, collaborating with cross-functional teams, and aligning IT initiatives with business objectives.Preferred QualificationsCertifications such as CompTIA A+/Network+, MCSA, Apple Certification or equivalent.Experience with basic scripting/automation (e.g., Shell, Python, PowerShell).VIP/White Glove support experience for executive stakeholders.Previous experience leading small projects or mentoring junior IT team members.Strong organizational, communication, and interpersonal skills to influence outcomes and drive results across teams. Occasionally, travel and weekend work is required to support critical projects or operations.Demonstrated ability to proactively identify problems, recommend solutions, and implement operational improvements. Exceptional problem-solving, analytical, and decision-making skills with the ability to adapt to changing priorities and ambiguous situations.About UsFounded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, ByteDance has made it easier and more fun for people to connect with, consume, and create content.Why Join ByteDanceInspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day. As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.Diversity & InclusionByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.Reasonable AccommodationByteDance 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://tinyurl.com/RA-request
#J-18808-Ljbffr