IT Support Engineer - IT Service Desk

TikTok; City Of London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A major tech company is seeking an IT Support Engineer in London. The ideal candidate will manage IT tickets, assist in asset management, and possess strong customer service skills. A Bachelor's Degree in Computer Science is required. This role offers opportunities for international collaboration and professional growth.

Qualifications

• Excellent customer service skills and passion for exceeding expectations.
• Ability to articulate technical solutions to non-technical users.
• Excellent written and verbal communication skills.

Responsibilities

• Manage and resolve IT tickets within defined SLAs.
• Investigate and diagnose technical issues.
• Assist in tracking and managing IT assets.

Skills

Customer service skills

Technical communication

Problem-solving techniques

Education

Bachelor's Degree in Computer Science or related fields

Job description

Responsibilities

About the team: The IT Service Desk team focuses on resolving level 2/3 IT incidents and troubleshooting underlying problems and developing long-term solutions. We are seeking an IT Support Engineer to help us grow our IT environment.

• 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.

Qualifications

Minimum Qualification(s):

• 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 and easy-to-understand terms.
• Ability to 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 timeframes.
• Excellent written and verbal communication skills.
• Excellent diagnostic and effective problem-solving techniques.

Preferred Qualification(s):

• Proven ability to prioritise and manage multiple high-priority tasks simultaneously.
• Ability to adapt troubleshooting approaches based on the specific problem and environment.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok\'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.

Why Join Us

Inspiring creativity is at the core of TikTok\'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. 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. Every challenge is an opportunity to learn and innovate as one team. We\'re resilient and embrace challenges as they come. 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

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.