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Enterprise Support Tech

Facebook / Meta



Facebook

Odense, Denmark

Facebook is more than a social networking company - we provide a platform to build communities and help connect people around the world. With over a billion people using the service every day and more than fifty offices around the globe, a career at Facebook offers countless ways to make an impact in a fast growing organization. A core value is to scale the business by putting our people first. Our Technical Support team is uniquely positioned to propel the Facebook customer experience to the next level as we let the customer’s needs be your guiding compass, not the technology’s possibilities! Facebook is seeking an Enterprise Support Tech to assist in the support of their Enterprise Engineering Operations services in Facebook’s data center. Reporting into the Operations Manager, this position is responsible for maintaining quality IT services and driving change for the business across our data centers. 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, Events, Server, Networking, etc. This is a full-time operations support position based in our Odense Data Center in Denmark.

Enterprise Support Tech Responsibilities
Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, being the first point of contact for end users to receive support in the data center

Implement new and improve upon existing support processes within the organization and data center space and in support of all of EE

Troubleshoot problem areas in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required

Use performance reporting and data analysis to develop initiatives to ensure the highest levels of Enterprise Operations services in Facebook data centers and use quantitative metrics to define success and drive the service

Act as a stakeholder for enhancements and improving support for all of IT

Drive internal communication and priority within the business and Facebook headquarters to ensure consistency across the organization

Project manage IT specific components related to operational goals (new data centers/offices, office relocations, mergers & acquisitions)

Available to travel to other Facebook locations to support data centers and wider EE teams and initiatives

Ability to provide engaging, informative, and well-organized evidential feedback where required

Observe and comply with Facebook'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

Develop and nurture strong customer relationships with key business stakeholders to identify strengths, weaknesses, opportunities and threats for Facebook

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

4+ years of experience in supporting one or more enterprise infrastructure area such as Networking, Active Directory, LDAP, DB fundamentals, backup/storage

3+ years experience working on org impacting projects

Experience in growing & scaling an enterprise organization, keeping pace with explosive growth and driving solution delivery

Experience in leveraging knowledge of business applications to influence service owner priorities to affect change

Proven relationship skills that carry across the technical spectrum and multiple geographical locations

Experience with prioritization of time sensitive problems and escalations within corporate environments

Experience working within a progressive enterprise support organization and experience providing remote support with customer service and interaction skills

Experience working proficiently with minimal daily guidance

Fluency in Danish and English is required.

Preferred Qualifications
Experience translating business and technical needs across region and driving solution delivery while working with Facebook teams and external partners

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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