Enterprise Support Tech
Job Description
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 requires a broad 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, WhatsApp, Threads, and Oculus). Our goal is to deliver technical/non-technical support with a focus on customer service, satisfaction, and timeliness.
Locations
- Menlo Park, CA, USA
Salary
33.65 - 49.04 USD / hourly
Required Qualifications
- technical support role in either a corporate or retail environment (experience, 2 years)
- support and troubleshooting Windows and Mac operating system platforms (Mac OS X 14, Windows 11) including mobile devices running Apple iOS & Android mobile operating systems (experience, 2 years)
- setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, and peripherals (experience, 2 years)
- working with various collaboration suites (Office 365, Google Suite) (experience)
- working with a ticketing system such as Salesforce, Remedy, ServiceNow, or equivalent (experience)
- handling prioritization on time sensitive problems and escalations within corporate environments (experience)
- problem-solving technologically complex issues (experience)
Preferred Qualifications
- within a customer support environment, managing customers' expectations and supporting service sentiments within the company (experience)
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
- 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 (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
- Proficient in new product and service releases to stay on the forefront of emerging industry practices
- Provide engaging, informative, well-organized evidential feedback where required
- Ensure compliance with Meta's Environmental Health and Safety policies
- Available to travel to other regional Meta locations to support offices and wider Enterprise teams up to 10%
Benefits
- compensation: bonus + equity + benefits
