About the Job:
The EMEA IT Service Operations team at TikTok is responsible for managing IT and AV infrastructure across offices in the EMEA region, ensuring a seamless, secure, and efficient technology experience for end users. This role is critical in maintaining a robust and high-performing IT infrastructure environment, requiring a skilled, detail-oriented, and proactive individual to work within a dynamic team on a diverse range of tasks and projects.
The scope includes both onsite and remote support for LAN/WAN networks, wireless infrastructure, server rooms, external data centers, and meeting room technologies. The team actively drives innovation and automation initiatives to enhance efficiency and improve the end-user experience, leveraging emerging technologies such as AI wherever possible.
Responsibilities:
- Monitor, maintain, and troubleshoot IT infrastructure, including 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 for security and stability.
- Manage and remediate the IT environment continually.
- Design, implement, and maintain IT automation scripts and tools to streamline tasks.
- Identify opportunities for process improvement through automation and standardization.
- Manage and update Incidents and Service Requests within the Service Management tool.
- Participate in weekly Change Advisory Board meetings to ensure planned changes with minimal impact.
- Provide technical assistance for office IT setups and smooth project handovers.
- Conduct Wi-Fi surveys to detect and resolve wireless performance issues.
- Contribute to global infrastructure projects, collaborating with cross-functional teams.
- Manage the EMEA infrastructure health dashboard and alert systems.
- Provide support for meeting room technology.
- Develop and maintain technical documentation and user guides.
Qualifications:
Minimum Qualifications:
- Proven experience in managing and supporting international IT LAN/WAN infrastructure for thousands of users.
- Strong understanding of ITIL frameworks, change management, and security principles.
- Excellent written and spoken English skills.
- Demonstrated expertise through technical skills and job knowledge while maintaining a professional demeanor.
Preferred Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant industry certifications such as Cisco Certified Network Professional (CCNP).
- Experience with Cisco, Aruba, VMware, Palo Alto, and Fortinet technologies.
- Proficient in automation and managing system tasks.
- ITIL V4 Foundation certification.
Language Requirements:
- Proficient in English (written and spoken).
About TikTok:
TikTok is the leading destination for short-form mobile video, with a mission to inspire creativity and bring joy. TikTok embraces diverse voices and is committed to fostering an inclusive environment for all employees. By celebrating unique perspectives, TikTok aims to create value for its communities and inspire creativity every day.
