IT Support Engineer - New York

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

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.We are seeking an IT Support Engineer who can take ownership of IT operations, drive continuous improvement, and enhance the overall user experience by implementing proactive solutions and processes. This role requires a balance of technical expertise, decision-making capabilities, and leadership to develop and improve IT services for our local and global teams.

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.
• Oversees 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.
• VIP/White Glove support experience for executive stakeholders.
• Manage and utilize system applications relating to endpoint management (VM, MDM).

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 MDM, VPN, Cloud Print, Anti-Virus, EDR, and monitoring solutions.
• 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.
• Experience with scripting/automation (e.g., Bash, Python, PowerShell).

Preferred Qualifications

• Certifications such as CompTIA A+/Network+, MCSA, Apple Certification or equivalent.
• Previous experience leading small projects or mentoring junior IT team members.
• Experience managing wired/wireless networks, collaboration tools (Chat, Video Conferencing), and A/V systems.

Job Information

About Us

Founded 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, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

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