Enterprise Support Technician

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 great technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a 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.organization).

• 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 organisation's desktop computing, mobile devices and application system environment (whether locally at the Helpdesk or remotely).
• Utilize 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 in relation to 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).

• 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 Eenterise Solution 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 organisational structures and matrix reporting with focus on driving support services.
• Leverage knowledge of business applications to influence service owner priorities to effect change.
• Experience with handling prioritisation on time-sensitive problems and escalations within corporate environments.
• Dedicated and passionate about growing & scaling an IT organisation, keeping pace with Meta's explosive growth.
• Experience working within a progressive IT support organisation 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 on the forefront of emerging industry practices.
• Provide engaging, informative, well-organized evidential feedback where required.

• Bachelors Degree in Computer or related domain
• Experience in supporting with VIP users
• Experience in coding / Python is a Plus