Information Communication Technician Apprenticeship - Enterprise Support Tech

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Information Communication Technician Apprenticeship - Enterprise Support Tech
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London, United Kingdom
Meta is more than a social networking company - we provide a platform to build communities and help connect people around the world. A core value is to scale the business by putting our people first. Our Technical Support team is uniquely positioned to propel the Meta employee experience to the next level providing a tech support experience that is second to none! Do you enjoy solving tech-related problems and thrive on helping people? Our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness across our brands of companies (Facebook,, Instagram, Oculus and WhatsApp). Candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment. If you have a real desire to get involved in a stimulating environment, we have an exciting opportunity at the heart of our internal IT support team. You will join our Enterprise Support Team, who are responsible for helping internal colleagues to resolve their tech issues to enable them to do their best work each day. This is an opportunity to start your ICT career off with us, to learn, to grow and to contribute to our ongoing story here at Meta. At Meta, supporting our employees is a core part of how we do business. From our generous benefits to our robust diversity programs, we’re focused on empowering all our employees — from people of color and LGBTQ employees to veterans and the differently abled — to live life to the fullest and bring their best selves to work, each and every day. We’re proud of our supportive and inclusive culture, and are dedicated to making Meta welcoming to everyone who comes to work with us. ROLE DESCRIPTION: As an Information Communication Technician Apprentice at Meta you will have the opportunity to work alongside our London based Helpdesk Team supporting our colleagues both in person and remotely through our different support channels. You will be the first point of contact for many different types of requests gaining experience troubleshooting multiple computing platforms including Mac, Windows, Linux, IOS and Android. Meta and our training provider Just IT will collaborate to ensure that you are provided with continuous training and development, 20% of your development will be a combination of: * Theory such as: lectures, role playing, simulation exercises, online learning or manufacture training * Practical training: Mentoring, shadowing, industry visits from your dedicated business coach * Learning support and time spent writing assignments / assessments Whilst the remaining 80% will be on the job learning, with a tailored development plan and opportunities to increase your skills throughout, you will receive support from your manager, buddy and mentor to aid you in securing a permanent role in one of our teams, a competitive salary along with other generous benefits. This is an 18 month Level 3 Apprenticeship program in the London Infrastructure Technician Engineering team in conjunction with our training provider, JustIT.
Information Communication Technician Apprenticeship - Enterprise Support Tech 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 excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services
  • 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 that Meta utilize
  • Act as a stakeholder for driving enhancements and improving support for all Enterprise Engineering
  • Drive internal communication and priority within the business and Meta headquarters to ensure consistency across the Enterprise Engineering Organization
  • Available to travel to other Meta locations globally to support offices and wider Enterprise Engineering teams
  • Ability to provide engaging, informative, well-organized evidential feedback where required
  • Observe and comply with Meta’s policies and procedures for Health and Safety at Work and Equality and Diversity
  • Continually promote equal opportunities, health and safety and customer care in compliance with organizational aims and objectives
  • Work proficiently with minimal daily guidance
  • Develop and nurture strong customer relationships with key business stakeholders to identify strengths, weaknesses, opportunities and threats for Meta
  • Provide customer service expertise that is an example to the rest of your team in how to deliver customer focused service and constantly drive improvements in the ‘customer experience'
Minimum Qualifications
  • Five GCSEs at Grades A*-C or 9 - 4 (including English & Maths), Functional Skills
  • Level 2 in English and Maths, or a relevant Level 2 Apprenticeship, or equivalent qualifications or experience
  • Ability to speak and write in English fluently and idiomatically
  • Must not be in full or part time education upon starting the Apprenticeship
  • In order to apply for an apprenticeship, you'll need to show you have an eligible residency status, in accordance with "Annex A of the “Apprenticeship funding rules and guidance for employers August 2021 to July 2022”
  • Does not already hold a Level 3 Apprenticeship in Information communications technician at the same level or above
Preferred Qualifications
  • Ability to work independently and within a team
  • Outstanding customer service and organizational skills
  • Proactive, self-motivated with a positive attitude
  • Dedicated and passionate about growing & scaling an IT organization, keeping pace with Meta’s explosive growth
  • Excellent verbal and written communication skills
  • Excellent computer skills (ICT / Computer Science (GCSE or A Level) = Desirable)
  • Curiosity or experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems
  • Curiosity or experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals
  • Curiosity or experience working with cloud based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to
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Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at