Enterprise Support Engineer

We are seeking an Enterprise Support Engineer to assist in the support of our services and team in Singapore. Our goal as an organization is to deliver exceptional technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse skill set for supporting a wide variety of services across Meta.The Enterprise Support Engineer is responsible for the quality of the overall IT service delivery to the region/site/desks. In this position the ESE is expected to understand the business being supported in order to ensure in depth contextual feedback to the IT service line and IT Application development teams. The candidate must demonstrate cross-functional technical skills including but not limited to PC / Mac desktop support, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organisation, and as such, candidates should be passionate about technology, live for amazing customer service and thrive in a fast paced, high-pressure environment.Coverage for team capacity and campus management is necessary, therefore the successful candidate will need to be physically present on-site.

• Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
• Maintain highest service quality possible for all IT operational activities
• Effective management and prioritization of all IT escalations
• Establish relationships with IT Service owners (Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)
• Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs
• Identify trending issues, gaps in process or standards, and shares with cross functional teams
• Performs service reviews with reports and XFN partners
• Gather business insights on where IT can drive more business impact
• Develop, coordinate and lead local and worldwide IT projects and initiatives
• Drive communication and priority within the business and global teams to ensure consistency across the organization
• Evaluate how your customers are using IT toolsets
• Identify gaps and plan for appropriate training
• Use performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems Meta utilizes

• 2 + years of experience in an Enterprise Support Tech role
• Experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 10.10+, Windows 10) including mobile devices running Apple iOS & Android mobile operating systems
• Experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup / storage
• Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
• Experience working with various collaboration suites (Office 365 and/or GSuite)
• Experience synthesizing business and technical needs across location and drive solution delivery
• Proven business acumen and working knowledge of applications/business processes
• Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
• Proven relationship skills that carry across the technical spectrum and multiple geographical locations
• Experience communicating with stakeholders and provide clear and actionable feedback when necessary

• Bachelor's degree in MIS, CIS, or equivalent work experience
• Experience creating and driving technical programs
• Experience guiding/implementing policy and procedures
• Experience in leading a major initiative and/or a team