Meta Looking For Enterprise Support Tech – Digitally Assisted Channels at Remote Full Time

Meta is more than a social networking company – we provide a platform to build communities and help connect people around the world. 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 your guiding compass, not the technology’s possibilities! We are 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. Reporting into a Regional Lead within the Engagement team, 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 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, Oculus and WhatsApp). Candidates must be passionate about technology, provide exceptional customer service, and have the ability to thrive in a fast paced, high-pressure environment. We specialize in supporting customers via Digitally assisted channels like chat, phone, and remote sessions. Remote work or hybrid options will be considered.

Enterprise Support Tech – Digitally Assisted Channels Responsibilities:

Troubleshoot or escalate issues as appropriate, in a timely manner, ensuring clear and effective communication throughout the cycle of support.

Work collaboratively to resolve incidents and requests that are presented, or escalated, as well as acting as a first point of contact for customer focused support and maintenance within the organization’s desktop computing, mobile devices and application system environment.

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.

Act as a stakeholder for driving enhancements and improving support for Enterprise Engineering.

Drive internal communication and priority within the business and Meta headquarters to ensure consistency across the Enterprise Engineering Organization.

Available to travel to other Meta locations regionally to support offices and wider Enterprise Engineering teams.

Ability to provide engaging, informative, well-organized, and critical 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.

Work proficiently with minimal daily guidance.

Develop and nurture strong relationships with key business stakeholders and partners to identify strengths, weaknesses, opportunities, and risks for Meta.

Minimum Qualifications:
3+ years of experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.

Experience with handling prioritization on time sensitive problems and escalations within corporate environments.

Proven experience working with cloud-based file sharing services such as Dropbox, OneDrive, Google Suite, iCloud, or equivalent.

2+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.

Experience working proficiently with minimal daily guidance.

Facebook is proud to be an Equal 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.

Facebook 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 [email protected].