Enterprise Support Technician

Company	Meta
Location	Burlingame, CA, USA, Bellevue, WA, USA
Salary	$33.65 – $49.04
Type	Full-Time
Degrees
Experience Level	Junior, Mid Level

2+ years of experience in support and troubleshooting Windows, Mac OS platforms (Mac OSX 14, Windows 11), including mobile devices running Apple iOS & Android mobile operating systems
2+ Years of experience in a technical support role in either a corporate or retail environment
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 and/or Google Suite)
Experience working with a ticketing system such as Salesforce, Asana, Remedy, ServiceNow, or equivalent
Proficient in new product / service releases and stay on the forefront of emerging industry practices

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 locally at the in-person Helpdesk
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
Provide engaging, informative, well-organized evidential feedback where required
Recognize and comply with Meta’s policies and procedures for Health and Safety at Work. Continually promote health and safety and customer care in compliance with organizational aims and objectives
Available to travel to other regional Meta locations to support offices and wider Enterprise teams