The Enterprise Solutions 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 Solutions Manager, and requires a broad and skill-set for supporting a wide set of services such as incident management, AV/VC, Events, Server, Networking, technical support, that we offer across our brands of companies (Facebook, Instagram, WhatsApp, Threads and AR/VR products). Our goal is to deliver technical/non-technical support with outstanding customer service, satisfaction and timeliness.

MINIMUM QUALIFICATIONS:

• 1+ 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
• 1+ 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
• Experience with handling prioritisation on time-sensitive problems and escalations within corporate environments
• 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

PREFERRED QUALIFICATIONS:

• Prior experience in a customer centric environment

• 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 locally at the in-person Helpdesk
• 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
• Provide engaging, informative, well-organized evidential feedback where required
• Observe and comply with Meta’s policies and procedures for Health and Safety at Work. Continually promote health and safety and customer care in compliance with organizational aims and objectives
• Act as a stakeholder for driving enhancements and improving support systems