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Enterprise Support Engineer
4 months ago
Enterprise Support Engineer Responsibilities:
- Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
- Maintain highest service quality possible for all IT operational activities
- Effective management and prioritization of all IT escalations.
- 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.)
- Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs.
- Identify trending issues, gaps in process or standards, and shares with cross functional teams
- Performs service reviews with reports and XFN partners
- Gather business insights on where IT can drive more business impact
- Develop, coordinate and lead local and worldwide IT projects and initiatives.
- Drive communication and priority within the business and global teams to ensure consistency across the organization
- Evaluate how your customers are using IT toolsets
- Identify gaps and plan for appropriate training
- 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
- Bachelor's degree in MIS, CIS, or equivalent work experience
- 2 - 3 years of experience in an Enterprise Support Tech role
- 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.
- Experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup / storage
- Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
- Experience working with various collaboration suites (Office 365 and/or GSuite)
- Experience synthesizing business and technical needs across location and drive solution delivery
- Strong business acumen and working knowledge of applications/business processes
- Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems
- Proven relationship skills that carry across the technical spectrum and multiple geographical locations
- Experience communicating with stakeholders and provide clear and actionable feedback when necessary
- Experience creating and driving technical programs
- Experience guiding/implementing policy and procedures
- Experience in leading major initiative and/or a team