Opportunity Expired
Meta is more than a social networking company - we provide a platform to build communities and help connect people around the world. With over a billion people using our platforms to connect every day and more than fifty offices around the globe, a career at Meta offers countless ways to make an impact in a fast-growing organization. A core value is to scale the business by putting our people first. Our Technical Support team is uniquely positioned to propel the Meta customer experience to the next level as we let the customer’s needs be our guiding compass! We are seeking an Enterprise Support Technician to assist with the support of our services at one of the most critical connection points with our internal customers. The goal of our Engagement Team is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skill-set for supporting a wide set of services such as incident management, A/V Conferencing, digital collaboration technologies, Events, Servers, Networking, etc. that we offer across our brands of companies (Facebook, Instagram, WhatsApp, Oculus and Internet.org). Candidates must be passionate about technology, aim to deliver amazing customer service, and can thrive in a fast-paced, high-pressure environment.
Troubleshoot or escalate issues as appropriate, promptly ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users to receive support and maintenance within the organization’s desktop computing, mobile devices, and application system environment (whether locally at the Helpdesk or remotely).
Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.
Using performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology about the software and systems that Meta utilizes.
Act as a stakeholder for driving enhancements and improving support for all IT. Drive internal communication and priority within the business and Meta headquarters to ensure consistency across the Enterprise Engineering Organization.
Project manage specific IT components related to operational goals (new offices, office relocations, mergers & acquisitions).
Observe and comply with Meta's policies and procedures for Health and Safety at Work and Equality and Diversity.
Continually promote equal opportunities, health and safety, and customer care in compliance with organizational aims and objectives.
3+ years of experience in troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems.
Open to travel to other Meta locations globally to support offices and wider EE teams - (less than 5%).
3+ years of experience in supporting one or more IT infrastructure areas such as Networking, Active Directory, LDAP, DB fundamentals, backup/storage.
Experience translating business and technical needs across regions and driving solution delivery.
Experience in adapting to shifting organizational structures and matrix reporting with a focus on driving support services.
Ability to leverage the knowledge of business applications to influence service owner priorities to effect change.
Experience with handling prioritization on time-sensitive problems and escalations within corporate environments.
Dedicated and passionate about growing & scaling an IT organization, keeping pace with Meta’s explosive growth.
Experience working within a progressive IT support organization and experience providing remote support with world-class customer service and interaction skills.
Experience in problem-solving for technically complex issues.
Proficient in new product/service releases and staying at the forefront of emerging industry practices.
Ability to provide engaging, informative, well-organized evidential feedback where required.
Bachelors Degree in Computer or related domain
Experience in supporting VIP users
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long-term conditions, mental health conditions, sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.