Job Description

Responsibilities


Team Introduction: The EMEA IT Service Operations team at TikTok are responsible for managing the IT and AV infrastructure across our offices, ensuring a seamless, secure, and efficient technology experience for end users. This role plays a critical part in maintaining a robust and high-performing IT infrastructure environment throughout the EMEA region. It requires a skilled, detail-oriented, and proactive individual to work within a dynamic team across a diverse range of tasks and projects. Our scope includes both onsite and remote support for LAN/WAN networks, wireless infrastructure, server rooms, external data centers, and meeting room technologies within the EMEA region. 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 1000s 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.


Job Information


About TikTok



TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



Why Join Us



Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day.



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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. 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



TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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.