Enterprise Support Tech Lead
1 week ago
We are seeking an Enterprise Support Tech Lead to assist in the support of our services at one of the most critical connection points with our internal customers. Our goal 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 skillset for supporting the wide set of services that we offer across our brand of companies (Facebook, Oculus, and WhatsApp).Does the idea of working in a fast-paced dynamic environment with a diverse group of people sound like a fun puzzle to solve? Are you passionate about technology, live for amazing customer service, and have the ability to thrive in fast paced, high-pressure environment? If you've answered yes to these questions, Meta is looking for you
**Enterprise Support Tech Lead Responsibilities**:
- Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Help Desk.
- Troubleshoot or escalate issues as appropriate in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
Utilize excellent customer service skills and exceed customers’ expectations and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services.
- Provide technical leadership and mentor a team of 3 people within a technical support environment.
- Observe and comply with Facebook's policies and procedures in compliance with organizational aims and objectives.
**Minimum Qualifications**:
- 4+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
- 4+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
- 4+ years proven experience working with cloud based file sharing services such as Dropbox, OneDrive, etc.
**Preferred Qualifications**:
- Bachelor's degree in MIS, CIS, or equivalent technical work experience. Proven relationship skills that carry across the technical spectrum and multiple geographical locations.
- Dedicated and experienced in growing/scaling an IT organization, keeping pace with Facebook’s explosive growth.
- Experience working proficiently with mínimal daily guidance and bring mature seasoned skills when working with production systems.
- 4+ years working in a fast-paced customer service environment, preferably within a technical organization.
- 1+ years experience as a technical lead of a 3+ person team.
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