IT Support Engineer

ByteDance
São Paulo
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskEducation: bachelorsSkills: ["Problem-solving","Analytical skills","Decision-making","Organizational skills","Communication"]

Own and escalate complex Tier 1–Tier 2 IT support issues for ByteDance users across your region. Lead recurring problem analysis by creating SOPs, technical documentation, and scalable processes, and proactively assess the IT environment to reduce downtime. Execute IT projects covering productivity tools, infrastructure upgrades, monitoring, and A/V enhancements, while automating workflows to improve service efficiency. Perform advanced troubleshooting across Windows, Mac, mobile, networks, VPN, and collaboration tools, plus manage asset lifecycle and event support.

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FursaFursa
ByteDance
ByteDance
1 day ago

IT Support Engineer

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Last checked: 1 hour agoStatus: Live

Job Summary

Own and escalate complex Tier 1–Tier 2 IT support issues for ByteDance users across your region. Lead recurring problem analysis by creating SOPs, technical documentation, and scalable processes, and proactively assess the IT environment to reduce downtime. Execute IT projects covering productivity tools, infrastructure upgrades, monitoring, and A/V enhancements, while automating workflows to improve service efficiency. Perform advanced troubleshooting across Windows, Mac, mobile, networks, VPN, and collaboration tools, plus manage asset lifecycle and event support.
Location: São Paulo
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Serve as the decision-maker and escalation point for Tier 1 and Tier 2 IT support specialists, resolving complex technical issues.
  • •Create 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.
  • •Lead and execute IT projects for corporate systems, productivity tools, infrastructure upgrades, monitoring solutions, and A/V enhancements.
  • •Oversee advanced troubleshooting and IT asset management, including procurement decisions, inventory control, and lifecycle management.
Travel: Low travel

Key Requirements

  • •3+ years of hands-on IT support experience with a proven record of ownership and decision-making for complex issues.
  • •Bachelor’s degree in Computer Science or IT Systems (or equivalent experience).
  • •Ability to proactively identify problems, recommend solutions, and implement operational improvements.
  • •Experience creating and maintaining SOPs, workflows, and IT standards for scalable IT operations.
  • •Strong technical expertise supporting Windows, Mac, iOS, Android, plus VPN and monitoring/AV/EDR tools.
Experience:IT support
Education:Bachelor's in Computer Science, IT Systems
Skills:Problem-solvingAnalytical skillsDecision-makingOrganizational skillsCommunication
Certifications:CompTIA A+CompTIA Network+MCSAApple Certification
Tech Stack:WindowsMacIOSAndroidVPNCloud PrintAnti-VirusEDRMonitoring solutionsShellPythonPowerShellWired networksWireless networksChatVideo ConferencingA/V

Company Brief

ByteDance
Develops consumer internet and content platforms, including TikTok and other apps for short-form video, news, and entertainment. It also builds advertising, commerce, and creator tools that connect audiences, brands, and publishers across global markets.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Beijing, China
Founded: 2012
WebsiteLinkedIn