Meta AR/VR Job | Enterprise Support Tech

Job(岗位): Enterprise Support Tech

Citys(岗位城市): Shanghai, China

Date(发布日期): 2021-12-17


We are seeking a Enterprise Support Technician to assist in the support of our services at one of the most critical connection points with our internal customers. Reporting into the GCR Regional Lead, in the Engagement team, 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 organisation and requires a diverse and flexible skill-set for supporting a wide set of services such as incident management, AV/VC, Events, Server, Networking, etc. Candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in fast paced, high-pressure environment.

This is a full-time position based in the Shanghai office.


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, LDAP, DB fundamentals, backup/storage

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, keeping pace with Oculus’ explosive growth

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 Mandarin is a must


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.

Act as a stakeholder for driving enhancements and improving support for all EE

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 travel to other Oculus locations globally 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

Observe and comply with Oculus 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.

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

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