Facebook IT Field Principal - Woodland Hills in Woodland Hills, California

Intro:
Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.

Summary:
Facebook is searching for an IT Field Principal to support the Woodland Hills Office. The Field Principal is responsible for providing hands on technical support and will report to the IT Technical Lead, West Coast. The Field Principal 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 Principal 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.

Required Skills:

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

  2. Maintain the lab network environment

  3. Ensure the lab environment is stable and secure

  4. Establish lab IT environment standards

  5. Establish strong relationships with IT Service owners (Corporate Networking, Infrastructure, Information Security, helpdesk, logistics, Video Infra Ops, etc.) and the business

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

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

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

  9. Effective management and prioritization of all IT escalations.

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

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

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

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

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

    6. Work with O&F on acquiring special equipment for labs

    7. Establish vendor relationships

    8. Management of vendor/supplier relationships

    9. Develop and maintain service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base

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

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

    12. Provide FDOB leadership

    13. 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

    14. Evaluate how your customers are using IT toolsets

    15. Identify gaps and plan for appropriate training

    16. 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.

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

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 & 8) including mobile devices running Apple iOS & Android OS flavors

  3. 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

  4. 3+ years experience with linux internals (file system, processes), basic commands, servers and networking (SSH, ports, protocols)

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

  6. 1+ years of working cross functionally with different business units, business applications and processes

  7. Ability to travel within the US and internationally

Industry: Internet

Equal Opportunity: As part of our dedication to the diversity of our workforce, Facebook is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at 1+650-308-7837.