IT Service Operation Engineer

Job description / Role

Employment: Full Time

Responsibilities

In addition, we actively drive innovation and automation initiatives to enhance efficiency, streamline operations, and continuously improve the end-user experience, leveraging emerging technologies such as AI wherever possible.

Responsibilities:

• Monitor, maintain, and troubleshoot IT infrastructure, including the LAN, wireless networks, SD-WAN, physical server rooms, and external data centers.
• Ensure high availability, performance, and reliability of all IT infrastructure components.
• Implement system patches and firmware upgrades to maintain system security and stability.
• Manage, monitor, and remediate the IT environment on a continual basis.
• Design, implement, and maintain IT automation scripts and tools to streamline repetitive tasks and operational workflows.
• Identify opportunities for process improvement and drive operational efficiency through automation and standardisation.
• Manage and update incidents and service requests within the service management tool, ensuring accurate documentation of actions, regular communication with stakeholders, and adherence to various service level agreements.
• Participate in weekly Change Advisory Board meetings, ensuring that changes are thoroughly planned and executed with minimal business impact.
• Provide technical assistance to office IT setup and ensure smooth handover from project to operations.
• Conduct regular Wi-Fi surveys to proactively detect and resolve wireless performance or coverage issues.
• Contribute to global infrastructure projects, collaborating with cross-functional teams as needed.
• Coordinate with internal and external stakeholders to ensure timely resolution of issues and implementation of improvements.
• Manage and maintain the EMEA infrastructure health dashboard and alert management systems.
• Provide support for meeting room technology.
• Develop and maintain technical documentation, including standard operating procedures, configuration standards, knowledge base articles, and user guides.

Qualifications

Minimum qualifications:

• Demonstrates expertise by leveraging technical skills, job knowledge, and experience, while incorporating functional and broad-based business insights to exceed job requirements and customer expectations.
• Maintains a professional demeanor, efficiently managing workloads and projects within established timelines.
• Proactively uses initiative and drive to contribute to team goals, deliver positive user outcomes, and support the overall success of the business.
• Proven experience in managing and supporting international, enterprise-level IT LAN/WAN infrastructure serving thousands of users.
• Strong understanding of ITIL frameworks, change management, and security principles, along with adherence to compliance standards.
• A self-starter with excellent written and spoken English skills.

Preferred qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Cisco Certified Network Professional (CCNP) or equivalent industry certifications.
• Regular and deep hands-on experience with Cisco, Aruba, VMware, Palo Alto, and Fortinet technologies.
• Proficient in creating, managing, and maintaining scripts for automation and system tasks.
• Minimum of ITIL V4 Foundation certification.

About the Company

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

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