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IT Service Operation Engineer - United Arab Emirates
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.
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.