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Form of workMeta 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! We are seeking an Apprentice Systems Tech who will join our Apprentice Program. This is an 18 month opportunity to work as an Apprentice System Technician while learning and advancing education and skills to prepare your career path for Systems Engineering roles. This role will report into a Regional Lead within the Engagement team, our goal is to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness. Apprentice System Tech will get the chance to prove and hone the skills they have learned in class. This is an incredible opportunity to gain corporate experience and hands-on work experience in the field of Systems Engineering and Infrastructure automation. Successful candidates will be led through a series of labs and exercises, building real world experience with these skills.Candidates must be passionate about technology, provide exceptional customer service, and have the ability to thrive in a fast paced, high-pressure environment. We specialize in supporting customers via Digitally assisted channels like chat, phone, and remote sessions. Throughout your apprenticeship, you will be working part-time supporting Meta’s Helpdesk.
- Troubleshoot or escalate issues as appropriate, in a timely manner, ensuring clear and effective communication throughout the cycle of support.
- Work collaboratively to resolve incidents and requests that are presented, or escalated, as well as acting as a first point of contact for customer focused support and maintenance within the organization’s desktop computing, mobile devices and application system environment.
- 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.
- Ability to provide engaging, informative, well-organized, and critical feedback where required.
- Develop and nurture strong relationships with key business stakeholders and partners to identify strengths, weaknesses, opportunities, and risks for Meta.
- 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.
- Available to travel to other Meta locations regionally to support offices and wider Enterprise Engineering teams.
Minimum Qualifications:
- Overall-cumulative - 3+ years of experience (including education/AA Tech related degree) in support and troubleshooting Windows or Mac OS platforms (Mac OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
- Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals, built personal computers.
- Experience working with cloud-based file sharing services such as Dropbox, OneDrive, Google Suite, iCloud, or equivalent.
- Familiarity with Linux, scripting languages.
- Experience with handling prioritization on time sensitive problems and escalations within corporate environments.
Preferred Qualifications:
- 3+ years experience in a technical support role in a corporate environment.
- 2+ years experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent.
- Experience in new product/service releases and stay on the forefront of emerging industry practices.
- Experience working within a progressive enterprise support organization and experience providing remote support with customer service and interaction skills.
- Completed coding boot camp or similar.
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 accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
