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Facebook Enterprise Support Tech Lead in Fremont, California

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

The Technical Lead is responsible for providing hands-on technical support for a region or desk. The Lead is responsible for the quality of the overall IT service delivery to the region/site/desks. The position is seen as an IT leader and strong interpersonal skills are a must. In this position, the Technical Lead is expected to understand the business being supported in order to ensure deep contextual feedback to IT service line and IT Application development teams based in the headquarters. The ideal candidate must have strong cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio/visual and video conferencing support and project delivery.

Required Skills:

  1. Act as primary IT contact for direct user within the organization

  2. Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery

  3. Maintain highest service quality possible for all IT operational activities

  4. Provide direct user support and administration for Facebook’s corporate resources, tools and applications and driving performance

  5. Effective management and prioritization of all IT escalations

  6. Responsible for support and maintenance of local server, network and telephony infrastructure

  7. Establish strong relationships with IT Service owners (helpdesk, logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)

  8. Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs

  9. Identify trending issues, gaps in process or standards, and shares with cross-functional teams

  10. Gather business insights on where IT can drive more business impact

  11. Ensure IT staffing of both the field staff and service lines is matched with customer demand

  12. Management of vendor/supplier relationships in the developing and maintaining of service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base

  13. Develop, coordinate and lead local and worldwide IT projects and initiatives

  14. Drive communication and priority within the business and global teams to ensure constancy across organization

  15. Provide FDOB leadership

  16. Prepare the office for new product/service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls

  17. Evaluate how your customers are using IT toolsets

  18. Identify gaps and plan for appropriate training

  19. 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 Facebook utilize

  20. Manage issue resolution including prioritization on time sensitive problems and escalations with corporate

  21. Synthesize business and technical needs across location and drive solution delivery

  22. Ability to travel within the US and internationally

Minimum Qualifications:

  1. Bachelor's degree in MIS, CIS or equivalent technical work experience

  2. 5+ years experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android OS flavors

  3. 5+ years of experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup/storage

  4. 5+ years experience in user facing support position(s)

  5. Experience dealing with offshore resources including third party support vendors

  6. Business acumen and working knowledge of applications/business processes

Preferred Qualifications:

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

  2. Dedicated, passionate and experienced in growing/scaling an IT organization, keeping pace with Facebook’s explosive growth

  3. Ability to work proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook 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.

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