Enterprise Support Tech

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Enterprise Support Tech
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São Paulo, Brazil
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 customer experience to the next level as we let the customer’s needs be your guiding compass, not the technology’s possibilities! Meta is seeking an Enterprise Support Tech to assist in the support of their Enterprise Engineering Operations services in Sao Paulo. Reporting into the local Enterprise Support Lead, this position is responsible for maintaining quality IT services and driving change for the business across our regional offices. Our goal is to deliver excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the Enterprise Engineering Organization, as such candidates must be passionate about technology, live for amazing customer service, and have the ability to thrive in a fast-paced, high-pressure environment. A diverse and flexible skill set is required for supporting a wide set of Enterprise services such as end-user client support, AV/VC, Networking, etc. This is a full-time position based in the São Paulo office.
Enterprise Support Tech Responsibilities
  • Act as a stakeholder for driving enhancements and improving support for all EE
  • 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.
  • Using 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 we utilize.
  • Drive internal communication and priority with the business to ensure consistency across the EE Organization.
  • Project manage specific IT components related to operational goals (new offices, office relocations, mergers & acquisitions)
  • Available to ocasionally travel to other Meta locations in LATAM to support offices and wider EE teams
  • 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
  • Work proficiently with minimal daily guidance.
  • Proven relationship skills that carry across the technical spectrum and multiple geographical locations
  • 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
  • 3+ years of experience in support and troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android mobile operating systems
  • 3+ years of experience in supporting one or more IT infrastructure area such as Networking, Active Directory, etc
  • Experience translating business and technical needs across region and driving solution delivery
  • Ability to leverage knowledge of business applications to influence service owner priorities to effect change
  • Experience in adapting to shifting organizational structures and matrix reporting with focus on driving support services
  • Demonstrated business acumen and working knowledge of applications and business processes
  • Experience with handling prioritization on time sensitive problems and escalations within corporate environments
  • Dedicated and passionate about growing & scaling an IT organization
  • Experience working within a progressive IT support organization and experience providing remote support with world-class customer service and interaction skills
  • Experience problem-solving technologically complex issues
  • Ability to work proficiently with minimal daily guidance
  • Fluency in English and Portuguese is a must
Locations
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.
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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 accommodations-ext@fb.com.
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