Facebook Technical Principal in Hong Kong
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.
Facebook is searching for an IT Field technician to support the Internet.org (http://internet.org/) team based in the Hong Kong Office . The Field Technician is responsible for providing hands on technical support and will report to the IT Technical Lead. The Field Technician is responsible for the quality of the overall IT service delivery to the operation. The position is seen as an IT leader and strong interpersonal skills are a must. In this position the Field Technician 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 Menlo Park headquarters. The ideal candidate must have strong cross-functional technical skills including but not limited to server administration, networking, PC/Mac desktop support, audio/visual and video conferencing support and project delivery.
Act as primary IT contact for direct user within the organization.
Establish lab IT environment standards
Establish strong relationships with IT Service owners (Corporate Networking, Infrastructure, Information Security, helpdesk, logistics, Video Infra Ops, etc.) and the business
Responsible for solving complex issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery
Maintain highest service quality possible for all IT operational activities
Provide direct user support and administration for Facebook’s corporate resources, tools and applications and driving performance
Effective management and prioritization of all IT escalations.
Responsible for support and maintenance of local server, network and telephony infrastructure
Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs.
Identify trending issues, gaps in process or standards, and shares with cross functional teams
Gather business insights on where IT can drive more business impact
Ensure IT staffing of both the field staff and service lines is matched with customer demand
Work with O&F on acquiring special equipment for labs
Establish vendor relationships
Management of vendor/supplier relationships
Develop and maintain service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base
Develop, coordinate and lead local and worldwide IT projects and initiatives.
Drive communication and priority within the business and global teams to ensure constancy across organization
Provide FDOB leadership
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
Evaluate how your customers are using IT toolsets
Identify gaps and plan for appropriate training
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.
Manage issue resolution including prioritization on time sensitive problems and escalations with corporate
Bachelor's degree in MIS, CIS or equivalent technical work experience
5+ years experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 & 8) including mobile devices running Apple iOS & Android OS flavors
5+ years of experience in systems administration supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, backup / storage, Layer 2/ Layer 3 switching protocols, server administration
5+ years experience in advanced user facing support position(s)
1+ years of working cross functionally with different business units, business applications and processes
Excellent communication skills, native oral and written fluency in Mandarin and
English is a must.