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.
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 in relation to the software and systems that Meta utilize.
- Act as a stakeholder for driving enhancements and improving support for all IT
- Available to travel to other Meta locations globally to support offices and wider EE teams - (less than 5%)
- Proficient in new product / service releases and stay on the forefront of emerging industry practices
- Ability to 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 organisational aims and objectives.
- Work proficiently with mínimal daily guidance.

**Minimum Qualifications**:

- 3+ years of experience in support and troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems
- 3+ years of experience in supporting one or more IT infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, backup/storage
- Experience translating business and technical needs across region and driving solution delivery
Experience in adapting to shifting organizational structures and matrix reporting with focus on driving support services
- 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 problem-solving technologically complex issues

**Preferred Qualifications**:

- 3+ years of experience in support and troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems
- 3+ years of experience in supporting one or more IT infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, backup/storage
- Experience translating business and technical needs across region and driving solution delivery
Experience in adapting to shifting organizational structures and matrix reporting with focus on driving support services
- 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 problem-solving technologically complex issues

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.