IT Support Engineer Corporate Functions - IT support Sao Paulo Regular

Bytedance; São Paulo; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

ByteDance is seeking an experienced IT Service Lead to coordinate Tier 1/2 IT support, resolve complex issues, and drive regional IT operations. The role emphasizes SOP creation, documentation, and scalable processes while supporting Windows, Mac, iOS and Android devices, VPN, and enterprise tools.

You will lead IT projects, implement automation, collaborate with stakeholders, and manage assets and lifecycle. Occasional travel and weekend work may be required.

Qualificações

• 3+ years of hands-on IT support with leadership, decision-making and ownership in managing complex IT issues.
• Proactively identify problems, recommend solutions and implement operational improvements.
• Experience creating SOPs, workflows, and IT standards for scalability and consistency.
• Strong technical expertise in Windows, Mac, iOS and Android, plus VPN, Cloud Print, Anti-Virus, EDR and monitoring tools.
• Experience managing wired/wireless networks and collaboration tools (Chat, Video Conferencing).
• Willingness to travel and occasional weekend work to support critical projects.

Responsabilidades

• Act as the decision-maker and escalation point for Tier 1 and Tier 2 IT support specialists, resolving complex technical issues with speed and efficiency.
• Lead the creation of 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 minimize downtime.
• Lead 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.
• Collaborate with cross-functional teams, stakeholders, and service owners to analyze requirements and ensure project success.
• Act as a technical advisor aligning IT solutions with priorities while balancing cost and efficiency.
• Oversee IT asset management including procurement decisions and lifecycle management.
• Own and perform advanced troubleshooting for Windows, Mac, mobile devices, network services, VPN, and collaboration tools.
• Lead technical event support, managing A/V setups and live streaming for events.

Conhecimentos

Leadership

Decision-making

Ownership

Problem-solving

Analytical thinking

Communication skills

Interpersonal skills

Travel & weekend work

Formação académica

Bachelor’s degree in Computer Science, IT Systems, or equivalent experience

Ferramentas

VPN

Cloud Print

Anti-Virus

EDR

Monitoring solutions

Chat & Video Conferencing tools

Descrição da oferta de emprego

Join us as we work together to inspire creativity and enrich life around the globe.

The AMS Technical Service team's mission is to provide efficient, high-quality IT support services tailored to meet users' needs within our region, enhancing collaboration and productivity while supporting the company's global goals. We want to be the top IT service teams in our industry, recognized for exceptional user experience, service efficiency, and innovative solutions that drive operational excellence and business impact. Our services include providing local IT support and services for ByteDance users based in our office locations and remotely throughout the region. In-office support includes resolving hardware/software-related issues, providing support for conference/meeting rooms, and fulfilling any other IT support-related needs of ByteDance users.

Responsibilities

• Act 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.

Qualifications

Minimum Qualifications

• 3+ 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.
• 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.
• 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.
• 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.

Preferred Qualifications

• Certifications 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.

Job Information

About Us

Why Join ByteDance

Inspiring 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 & Inclusion

ByteDance 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 Accommodation

ByteDance 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