IT Support Engineer: Lead, Automate & VIP Tech

ByteDance; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

ByteDance in New York seeks an IT Support Engineer to own IT operations, drive continuous improvement, and enhance the user experience across local and global teams. You will resolve complex issues, develop SOPs, and lead projects involving Windows, Mac, iOS, Android, VPN, MDM, and A/V systems.

You will collaborate with stakeholders to design automated workflows, manage assets, and provide executive‑level support when needed. Strong problem‑solving and leadership are essential.

Qualifications

• 3+ years of hands-on IT support with leadership, decision-making, and ownership in complex IT issues.
• Proactive problem identification, solution recommendations, and operational improvements.
• Experience creating and maintaining SOPs, workflows, and IT standards.
• Strong technical expertise in Windows, Mac, iOS, and Android support; familiarity with VPN, MDM, monitoring tools.
• Proven project delivery, cross-functional collaboration, and alignment with business objectives.
• Excellent organization and communication; ability to handle travel and occasional weekend work.
• Experience with scripting/automation (Bash, Python, PowerShell).

Responsibilities

• Act as the decision-maker and escalation point for Tier 1 and 2 IT support specialists.
• Own SOPs, technical documentation, and scalable IT processes.
• Assess IT environment, identify gaps, and implement solutions to reduce downtime.
• Lead IT projects on systems, productivity tools, infrastructure upgrades, monitoring, and A/V.
• Design automated tools and workflows to streamline service delivery.
• Collaborate with stakeholders to analyze requirements and ensure project success.
• Serve as technical advisor balancing user experience, cost, and efficiency.
• Oversee IT asset management including procurement, inventory, and lifecycle.
• Perform advanced troubleshooting for Windows, Mac, mobile devices, networks, VPN, and collaboration tools.
• Lead technical event support including A/V setups and live streaming.
• Provide VIP/White Glove support for executives.
• Manage endpoint applications (VM, MDM).

Skills

IT support

Leadership

SOPs

Windows

Mac

iOS

Android

MDM

VPN

EDR

Monitoring solutions

Education

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

Tools

MDM

VPN

Cloud Print

Anti-Virus

EDR

Monitoring solutions

Job description

ByteDance in New York seeks an IT Support Engineer to own IT operations, drive continuous improvement, and enhance the user experience across local and global teams. You will resolve complex issues, develop SOPs, and lead projects involving Windows, Mac, iOS, Android, VPN, MDM, and A/V systems.

You will collaborate with stakeholders to design automated workflows, manage assets, and provide executive‑level support when needed. Strong problem‑solving and leadership are essential.