Hoy
it support specialist- global service desk-ams
hoy
tiktok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. Tiktok has global offices including los angeles, new york, london, paris, berlin, dubai, singapore, jakarta, seoul and tokyo.
why join us
at tiktok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at tiktok.
team introduction
ams desk services provides local it service for tiktok users, resolves hardware/software related issues, support for conference rooms and fulfills it related requests.
responsibilities
* provide top-notch it support to our local offices as well as our world-wide remote office workers.
* interface daily with other technical staff, and work on assignments and delivering services to end-users.
* monitor our corporate and development infrastructure and assist in its growth.
* build, set-up, maintain, implement, and troubleshoot technology problems related to laptops, desktops, servers and systems that affect end-user productivity.
* support both windows and mac systems in the corporate environment. This includes desktops, laptops, servers and systems.
* guide user to use self-service it resources, such as ticketing system and knowledge base.
* provide event support, setup av and live stream equipment.
* perform basic troubleshooting tasks and operating system support on microsoft windows os, mac os x and network services.
* mobile device setup, installation and/or post installation support.
* create it instructions.
* on-call rotation including weekends.
requirements and skills
* college degree in computer science, systems science, and computer engineering or 2+ years of relevant discipline.
* excellent customer service, organizational, prioritization, multitasking and communication.
* good understanding in at least two it operations areas: windows, mac, unix/linux, networking, scripting/automation, application troubleshooting and backup.
* systematic problem solving approach with the ability to adjust quickly to changing priorities.
* ability to follow written and verbal instructions, willingness to learn new procedures and tasks.
preferred additional skills
* hardware/software/network training and/or certifications (e.g., ccna, mcsa, rhcsa).
* basic scripting capability (shell, python, perl, php, c++, java).
* experience setting up and deploying audio/visual equipment.
tiktok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
supervisor technical support
hoy
remote work: yes
overview
at zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career.
responsibilities
* oversees the day-to-day work of technical support specialists engaged in engineering activities including test, check-out, and/or assembly of products.
* ensures resources maintain compliance with quality process and standards.
* establishes and maintains lines of communication with engineering and software development on design, reliability and maintenance issues; reports trends, identifies urgent crises and recommends solutions to complex issues.
* manages and champions trainings to improve technical knowledge of the support team; ensures technicians are properly trained and able to provide accurate and responsive solutions.
* acts as an escalation point to analyze and interpret test information to resolve complex design-related problems.
* estimates timeframes for complex projects and oversees the completion of assignments within specified time, quality, and cost parameters.
* identifies process improvement and verification activities; develops and applies technical and quality improvement techniques.
qualifications
* information technology engineer, it-systems-manager; 8+ years of experience.
* prior supervisory or management experience preferred.
* fluent level of english (written and verbal) as well as local language as applicable.
* background in technical support preferred.
preferred qualifications
* demonstrates strong customer service and communication skills.
* itil.
technical support engineer
hoy
job duties:
* troubleshooting on the full range of fortinet products.
* collection, analysis and change recommendations of configuration information.
* collection and analysis of customer network information.
* collection and initial analysis of packet trace information.
* recommend corrective actions based on analysis.
* provide customer education where needed due to gaps in networking, product knowledge or processes.
* consultation of technical documentation, bulletins and release notes for known problems.
* reproduction of customer environments on lab equipment; work with l3 support to isolate and solve problems; recommend potential new solutions.
* follow up on technical cases including proper escalation and management of the case until case closure; manage customer communication and expectations until closure.
* submit kb articles monthly to contribute with internal and external databases.
knowledge, skills and abilities
* 8+ years of related experience with a bachelor’s degree; or 6 years with a master’s; or equivalent experience.
* strong english and spanish communication skills; portuguese a plus.
* strong understanding of tcp/ip, routing protocols, l2/l3 switches; desirable experience with security products.
* strong troubleshooting and problem-solving skills; highly organized and detail-oriented.
* willingness to travel 10-20% occasionally for training and engagements.
technical support analyst
hoy
about deuna
we are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. We are present across latam and seek exceptional talent.
key responsibilities
* collect and document operational requirements and incidents from clients.
* monitor and assess client system health to proactively identify issues.
* manage incident resolution processes, ensuring timely and effective communication with stakeholders.
* collaborate with cross-functional teams to address client concerns and enhance service delivery.
* utilize jira and zendesk for tracking and managing support requests.
* provide technical assistance and guidance to clients on system usage and best practices.
qualifications
* experience with jira and zendesk is highly desirable.
* general knowledge of aws; familiarity with typescript, java, go.
* understanding of transaction processing with psps is a plus.
* knowledge of vtex, magento, shopify is a plus.
skills
* strong analytical and problem-solving skills; excellent communication; ability to work independently and as part of a team.
* english: intermediate; portuguese desirable.
* bachelor’s degree in cs/it or related field preferred.
what you will find when you join deuna: multicultural latam team, growth, stock options, remote work, and more.
technical support engineer
hoy
job duties and responsibilities:
* advanced troubleshooting on fortinet products; analysis of configuration information and packet traces.
* provide education to customers; reproduce environments; escalate and close tickets; kb contributions.
* work with l3 and other teams; mentor l1 teams; ensure sla compliance.
* submit bugs to l3 and development; informed communication with customers.
qualifications
* bachelor/engineering in cs or electronics or telecommunication; 8+ years experience or 6+ with masters.
* certifications such as ccie/ccde/cissp are a plus.
* strong knowledge of tcp/ip, security products; english/spanish; travel 10-20%.
lead technical support
hoy
all roles at jumpcloud are remote unless otherwise specified.
about jumpcloud
jumpcloud enables zero-trust identity and devices for smbs. Remote-first roles; distributed team.
role overview
technical support manager for tier 1-3; manage a world-class, globally distributed team; drive performance, processes and customer satisfaction.
responsibilities
* manage tier 1-3 support engineers; review interactions; lead meetings; develop staff; handle escalations.
* analyze data to drive performance and reduce friction; advocate for customers.
* define processes for case management; improve and standardize responses; align with company goals.
* coach and develop engineers; ensure training materials and tools are available.
* manage shifts and on-call rotations; monitor csat and performance dashboards.
qualifications
* 4+ years in customer support management for saas it products; 7+ years in a technical it role; 1+ year managing remote teams.
* strong communication, leadership and problem-solving skills; itil knowledge a plus.
* experience with it services, iam and daas a plus; travel 10-20%.
location
remote-first; must be authorized to work in the country noted in the job description.
note: engineers may be required to participate in on-call shifts.
why jumpcloud?
join a fast-growing saas company solving challenging technical problems with talented teams.
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