IT Online Service T2 Engineer - Malaysia

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. About the Team Works as part of a team of IT Shared Service Center support team, focusing on resolving technical issues escalated from L1 team. Resolving complex technical tasks and projects within multiple domains (i.e. Workplace, Audio/Video, Conference Rooms, network connectivity, application ). Works independently on complex technology adapting existing building blocks and creating new ones when needed. Responsibilities - Analyzes and prioritizes escalation requests from L1 team and End User - Provides second and third level support to resolve difficult, complex, and sensitive problems with systems, applications, and devices, and provides assistance to others in resolving problems. - Serves as a senior technical person on a feature or system, assigns work to a small project team - Configuring, and troubleshooting enterprise systems like O365, EDR, VMware, email meeting room, SSO, devices and etc. - Follows and develops standard operating procedures. - Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions. - Analyzes incident data and trends to help prioritize efforts to improve system availability and performance. - Provide training to other team members to disseminate knowledge about subject matter expertise and latest IT solutions. - Facilitates the knowledge repository for all technical support. - Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support. - Other duties as assigned / Job description subject to change at any time

Minimum Qualifications: - Bachelor's Degree in IT or computer science - 5+ years of experience in IT technical support or related field - Advanced knowledge of computer networking, TCP/IP troubleshooting(IPV4/IPV6, TCP/UDP, NAT, DHCP, DNS, and common VPNs like IPsec/GRE/SSL VPN and their usage principles), switching and routing various hardware and software technologies - Self-sufficient, innovative, and able to work under minimal supervision. - Advanced problem troubleshooting and diagnostic skills. Preferred Qualifications - Certifications: MS Certificate, ITIL, CompTIA, Cybersecurity, CCNA ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.