IT Support Engineer - Tel Aviv

Responsibilities
Team Introduction:
The EMEA IT Service Desk team is committed to providing a seamless, secure, and efficient technology experience for end users. Our mission is to empower employees with the tools and support they need to maximise productivity while maintaining compliance with organisational and security standards.
Our scope includes both onsite (1st and 2nd level) and remote support, as well as the management and deployment of workplace technology across the region. We oversee software provisioning, endpoint security, IT asset lifecycle management, and network support, in addition to handling incident resolution and service requests.
Furthermore, we drive innovation and automation to enhance efficiency, streamline processes, and continuously improve the end-user experience.

The work schedule for this position is fully onsite Sunday - Thursday.

Responsibilities:
- Manage and update Incidents and Service Requests within the Service Management tool, ensuring accurate documentation of actions, regular communication with stakeholders, and adherence to Service Level Agreements (SLAs).
- Provide first and second-line support for hardware, software, and peripheral issues, resolving issues promptly to minimise disruption for end-users.
- Install, configure, and troubleshoot Windows/Mac OS devices, including laptops, desktops, printers, and other EUC hardware.
- Coordinate with external vendors for hardware repairs, replacements, and management of service contracts.
- Deploy and manage EUC hardware and software, ensuring accurate asset tracking, lifecycle management, and compliance with audit requirements.
- Deliver training and onboarding for end-users, promoting IT systems, policies, best practices, and self-service IT resources.
- Manage event support, including setting up and operating AV equipment and live streaming services to ensure seamless execution of events
- Collaborate with internal and external teams to evaluate technical solutions, provide recommendations, and support EUC-related projects such as hardware refreshes, migrations, and technology rollouts.
- Perform regular firmware, security, and operating system updates on infrastructure-related devices, and prepare and present associated Change Requests for the upgrades to the Change Advisory Board (CAB).
- Assist in the deployment, configuration, and management of network devices such as switches, wireless controllers, SD-WAN routers, and access points as directed by the Service Operations teams
- Develop and maintain technical documentation, including SOPs, 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 desktop support, EUC engineering, or a similar IT support role, with strong proficiency in Windows and Mac OS environments.
- Functional knowledge of networking concepts (LAN, WAN, VLAN, VPN) and familiarity with troubleshooting tools such as Wireshark, Ping, and Traceroute.
- Understanding of ITIL frameworks, change management processes, and security principles, along with adherence to compliance standards.

Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Microsoft or Apple certified qualifications
- Cisco Certified Network Associate (CCNA), CompTIA Network+, CompTIA A+ or equivalent certifications
- Minimum of ITIL V4 Foundation certificate
Job Information
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.