Enterprise Support Tech Lead

Enterprise Support Tech Lead
Location pin icon
We are seeking an Enterprise Support Tech Lead to assist in the support of our services at one of the most critical connection points with our internal customers. Our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. This position is part of the Enterprise Operations organization and requires a diverse and flexible skillset for supporting the wide set of services that we offer across our brand of companies (Facebook, Oculus, and WhatsApp). Does the idea of working in a fast-paced dynamic environment with a diverse group of people sound like a fun puzzle to solve? Are you passionate about technology, live for amazing customer service, and have the ability to thrive in fast paced, high-pressure environment? If you've answered yes to these questions, Meta is looking for you!
Enterprise Support Tech Lead Responsibilities
  • Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Help Desk.
  • Troubleshoot or escalate issues as appropriate in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
  • Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed.
  • Utilize excellent customer service skills and exceed customers’ expectations and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services.
  • Provide technical leadership and mentor a team of 3 people within a technical support environment.
  • Observe and comply with Facebook's policies and procedures in compliance with organizational aims and objectives.
Minimum Qualifications
  • 4+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
  • 4+ years experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
  • 4+ years proven experience working with cloud based file sharing services such as Dropbox, OneDrive, etc.
Preferred Qualifications
  • Bachelor's degree in MIS, CIS, or equivalent technical work experience. Proven relationship skills that carry across the technical spectrum and multiple geographical locations.
  • Dedicated and experienced in growing/scaling an IT organization, keeping pace with Facebook’s explosive growth.
  • Experience working proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems.
  • 4+ years working in a fast-paced customer service environment, preferably within a technical organization.
  • 1+ years experience as a technical lead of a 3+ person team.
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 accommodations-ext@fb.com.
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 accommodations-ext@fb.com.