Job Description

Facebook is more than a social networking company - we provide a platform to build communities and help connect people around the world. With over a billion people using the service every day and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organization. A core value is to scale the business by putting our people first. Our Technical Support team is uniquely positioned to propel the Facebook customer experience to the next level as we let the customers needs be your guiding compass, not the technologys possibilities! Facebook is seeking an Enterprise Support Tech to assist in the support of their Enterprise Engineering Operations services in Facebooks data center. Reporting into the Operations Manager, this position is responsible for maintaining quality IT services and driving change for the business across our data centers. Our goal is to deliver excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the Enterprise Engineering Organization, as such candidates must be passionate about technology, live for amazing customer service, and have the ability to thrive in a fast paced, high-pressure environment. A diverse and flexible skill set is required for supporting a wide set of Enterprise services such as end-user client support, AV/VC, Events, Server, Networking, etc. This is a full-time operations support position based in one of our data center with responsibilities across all Facebook data centers.

Enterprise Support Tech Responsibilities

* Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, being the first point of contact for end users to receive support in the data center

* Implement new and improve upon existing support processes within the organization and data center space and in support of all of EE

* Troubleshoot problem areas in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required

* Use performance reporting and data analysis to develop initiatives to ensure the highest levels of Enterprise Operations services in Facebook data centers and use quantitative metrics to define success and drive the service

* Act as a stakeholder for enhancements and improving support for all of IT

* Drive internal communication and priority within the business and Facebook headquarters to ensure consistency across the organization

* Project manage IT specific components related to operational goals (new data centers/offices, office relocations, mergers & acquisitions)

* Available to travel to other Facebook locations to support data centers and wider EE teams and initiatives

* Ability to provide engaging, informative, and well-organized evidential feedback where required

* Observe and comply with Facebook'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

* Develop and nurture strong customer relationships with key business stakeholders to identify strengths, weaknesses, opportunities and threats for Facebook

Minimum Qualifications

* 3+ years of experience in support and troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems

* 4+ years of experience in supporting one or more enterprise infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, backup/storage

* 3+ years experience working on org impacting projects

* Experience in growing & scaling an enterprise organization, keeping pace with explosive growth and driving solution delivery

* Experience in leveraging knowledge of business applications to influence service owner priorities to affect change

* Proven relationship skills that carry across the technical spectrum and multiple geographical locations

* Experience with prioritization of time sensitive problems and escalations within corporate environments

* Experience working within a progressive enterprise support organization and experience providing remote support with customer service and interaction skills

* Experience working proficiently with minimal daily guidance

Preferred Qualifications

* Experience translating business and technical needs across region and driving solution delivery while working with Facebook teams and external partners

Locations

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities we're just getting started.

Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.

(Colorado only*) Minimum salary of $83,700/hour + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)