Enterprise Support Engineer

We are seeking an Enterprise Support Engineer to assist in the leadership of our support services at one of the most critical connection points with our internal customers. Our goal as an organization is to deliver technical/non-technical support with customer service, satisfaction and timeliness. This position is part of the Enterprise Support Solutions and requires a Wide-ranging 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 practical experience of contextual feedback to the IT service line and IT Application development teams. This position is part of the Enterprise Support Solutions Organization, and as such, candidates should be passionate about technology and have the proven track record of working in a fast paced, high-pressure environment

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
• Build partnerships with IT service owners (including Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, and SalesApp support) as well as key business stakeholders across sales, marketing, engineering, HR, finance, and other departments
• 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
• The ideal candidate must have great cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio/visual and video conferencing support and project delivery

• >5 years of experience in an Enterprise Support 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 a range of collaboration platforms, such as Office 365 and/or Google Workspace products

• Bachelor's degree in MIS, CIS, or equivalent work experience
• Experience synthesizing business and technical needs across location and drive solution delivery
• Solid business acumen with a practical understanding of applications and business processes
• Demonstrated ability to work independently with minimal daily supervision when managing 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
• Exceptional presentation and storytelling abilities when engaging with C-level executives
• Demonstrated skill in recognizing automation opportunities and a proven history of leveraging AI to enhance efficiency