Enterprise Support Tech

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.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

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%

2+ years of experience in a technical support role in either a corporate or retail environment

2+ years of experience in 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

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

Experience working with various collaboration suites (Office 365, Google Suite)

Experience working with a ticketing system such as Salesforce, Remedy, ServiceNow, or equivalent

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

Experience problem-solving technologically complex issues

Experience within a customer support environment, managing customers' expectations and supporting service sentiments within the company

Minimum QualificationsPreferred Qualifications For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
$33.65/hour to $49.04/hour + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.