Enterprise Support Technician

We are seeking an Enterprise Support Technician to assist in the support of our services and team in London, UK. Our goal as an organisation is to deliver technical/non-technical support with outstanding customer service, satisfaction and timeliness. This role is reporting into the Enterprise Operations Manager in the Enterprise Support team. We're looking for candidates who are passionate about technology, dedicated to delivering exceptional customer service, and have the ability to thrive in a fast paced, high-pressure environment. This position is part of the Enterprise Operations organization and requires a broad and flexible skill set for supporting a wide variety of services across Meta.

Enterprise Support Technician 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 / service releases and stay on the forefront of emerging industry practices
• Ability to provide engaging, informative, well-organized evidential feedback where required
• Observe and comply with Meta's policies and procedures
• Available to travel to other regional Meta locations to support offices and wider Enterprise teams

• 1+ Years of experience in a technical support role
• 1+ Years of experience in support and troubleshooting Windows and Mac OS platforms (Mac OSX 14, Windows 11) including mobile devices running Apple iOS & Android mobile operating systems
• 1+ 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, GSuite)
• Experience working with a ticketing system such as Salesforce, Asana, Remedy, ServiceNow, or equivalent
• Experience with handling prioritization on time sensitive problems and escalations within corporate environments
• Experience problem-solving technologically complex issues
• Ability to work proficiently with minimal daily guidance