Enterprise Support Engineer

2 months ago

London, Greater London, United Kingdom Meta Full time

Summary:

We are seeking an Enterprise Support Engineer to assist in the support of our services and team in London, UK. Our goal as an organization 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 variety of services across Meta.The Enterprise Support Engineer is responsible for the quality of the overall IT service delivery to the region/site/desks. In this position the ESE is expected to understand the business being supported in order to ensure deep contextual feedback to the IT service line and IT Application development teams. The ideal candidate must have strong cross-functional technical skills including but not limited to PC / Mac desktop support, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organisation, and 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.This role is allowing for hybrid flexibility. Coverage for team capacity and campus management is necessary, therefore the successful candidate will need to be physically present on-site.All candidates must notify their managers of their intent to apply for this role before submitting a formal application.

Required Skills:

Enterprise Support Engineer Responsibilities:

  1. Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
  2. Maintain highest service quality possible for all IT operational activities
  3. Effective management and prioritization of all IT escalations
  4. Establish strong relationships with IT Service owners (Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)
  5. Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs.
  6. Identify trending issues, gaps in process or standards, and shares with cross functional teams
  7. Performs service reviews with reports and XFN partners
  8. Gather business insights on where IT can drive more business impact
  9. Develop, coordinate and lead local and worldwide IT projects and initiatives.
  10. Drive communication and priority within the business and global teams to ensure consistency across the organization
  11. Evaluate how your customers are using IT toolsets
  12. Identify gaps and plan for appropriate training
  13. Use performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems Meta utilizes.

Minimum Qualifications:

Minimum Qualifications:

  1. Bachelor's degree in MIS, CIS, or equivalent work experience
  2. 2 - 3 years of experience in an Enterprise Support Tech role
  3. Proven relationship skills that carry across the technical spectrum and multiple geographical locations
  4. Experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 10.10+, Windows 10) including mobile devices running Apple iOS & Android mobile operating systems.
  5. Experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup / storage
  6. Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals
  7. Experience working with various collaboration suites (Office 365 and/or GSuite)
  8. Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
  9. Experience communicating with stakeholders and provide clear and actionable feedback when necessary
  10. Experience synthesizing business and technical needs across location and drive solution delivery
  11. Strong business acumen and working knowledge of applications/business processes

Preferred Qualifications:

Preferred Qualifications:

  1. Experience creating and driving technical programs
  2. Experience guiding/implementing policy and procedures
  3. Experience in leading a major initiative and/or a team

Industry: Internet


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