The Enterprise Operations team is seeking an Enterprise Support Technician to assist in the support of our services at one of the most critical connection points, with our internal customers. This role is reporting into the Enterprise Operations Manager in the Engagement team, and requires a diverse and flexible skill-set for supporting a wide set of services such as incident management, AV/VC, Events, Server, Networking, etc, that we offer across our brands of companies (Facebook, Instagram, WhatsApp, Threads and Oculus). Our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness.
Enterprise Support Tech Responsibilities:
- Troubleshoot or escalate issues as appropriate, in a timely manner 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.
- Proficient in new product / service releases and stay on the forefront of emerging industry practices.
- Provide engaging, informative, well-organized evidential feedback where required.
- 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.
- Available to travel to other regional Meta locations to support offices and wider Enterprise teams.
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- 3+ Years of experience in a technical support role in either a corporate or retail environment.
- 3+ Years of experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 14, Windows 11) including mobile devices running Apple iOS & Android mobile operating systems.
- 3+ Years of experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, and peripherals.
- Experience working with various collaboration suites (Office 365, GSuite).
- Experience working with a ticketing system such as Salesforce, Asana, Remedy, ServiceNow, or equivalent.
- Experience with handling prioritization on time sensitive problems and escalations within corporate environments.
- Experience problem-solving technologically complex issues.
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 proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
$33.65/hour to $49.04/hour + bonus + equity + benefits
Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.