IT Support Engineer - IT Service Desk

TikTok; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading social media company seeks an IT Support Engineer to manage and resolve IT tickets, investigate technical issues, and enhance customer experience. The ideal candidate should hold a Bachelor's Degree in Computer Science and possess excellent customer service skills. Responsibilities include managing IT assets, collaborating internationally on IT projects, and maintaining technical documentation. This role offers unique challenges in a dynamic environment.

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 effectively.
• Investigate and diagnose technical issues.
• Create and maintain technical documentation.

Skills

Customer service skills

Diagnosis and problem-solving

Communication skills

Education

Bachelor's Degree in Computer Science or related fields

Job description

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.

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.