IT Support Engineer

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 Byte Dance 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 Byte Dance 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.

• 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).

• 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,…