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The Walt Disney Company Technical Support Engineer in Burbank, California

Job Summary:

Walt Disney Studios (WDS) has created one of the most powerful brands by bringing memorable, life-changing storytelling to the world through incredible characters. WDS has worked with its affiliates to redefine the movie-making process focusing on creativity, innovation, and collaboration. At WDS, you will be part of a team that helps propel our legacy into the future with a vision as far-reaching as our stories.

As part of the WDS Technology team, you’ll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We’re looking for a passionate individual who will provide front-line end-user support for WDS and its affiliates as a part of the Technical Services and Support (TSaS) team. You are a seasoned and experienced professional, preferably from a technical support environment associated with production or post-production, able to comfortably oversee highly complex and high-end technical support teams. You’re able to multitask in a highly complex, diverse, production environment; able to quickly prioritize decisions given incomplete and conflicting knowledge. You are self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production. You have strong analytical problem-solving skills; someone who is a team-building leader with good interpersonal, verbal and relationship building skills.

The TSaS team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact our ability to deliver high-quality products through all stages of the movie-making process. This position works to addresses a specialized competency vital to achieving this support effort by:

  1. Providing exceptional technical support for our internal applications/systems, implementing company technology initiatives, supporting special events like movie premiers, and working with clients to identify how technology can assist or improve their productivity.

  2. Acting as the clients advocate and acting as their voice when speaking to the various technology teams involved in support of WDS

  3. Ensuring all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution. TSaS is the tip of the spear when it comes to client engagement.

  4. Providing 24x7, global support to those specialized business and production functions that directly support various show-critical production operations including travel.

Responsibilities:

  • SME for Technical Services provided to Studio encompassing intimate knowledge of various groups as well as an understanding of applications used and specialized workflows.

  • Assist in defining and documenting processes related to supporting the studio.

  • Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment.

  • Work with other Segments and Departments to drive WDS Studios initiatives.

  • Travel on location as needed in support of WDS productions

  • Respond to user requests for hardware and software issues

  • Route requests to appropriate teams or escalate to teams when required

  • Communicate with users and senior management the status of issues

  • Provide technical guidance to users across studio on new workflows or optimizing old ones

  • Perform hands-on repair of equipment and maintenance/installation of infrastructure

  • Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc.

  • Act as SME for assigned internal applications and workflows

  • Oversee small to medium projects, providing status updates to upper management. Driving timely results

  • Implement continuous improvement methodology through the use of IT systems or procedure

  • Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff

  • Ability to learn new technologies quickly and with minimal guidance

  • Thrives on technical challenges and takes pride in solving them

  • Strategic thinking both technically and business-wise

  • Excellent interpersonal and communication skills

Basic Qualifications:

  • Forward Thinking and customer focused

  • Charismatic Personality

  • 3-5 years experience in a desktop support executive and/or production environment.

  • Strong experience with documentation and communication regarding workflows and runbooks

  • Flexible schedule to allow for immediate travel as needed

  • Understanding of virtual environments (building, supporting, maintaining)

  • Superior customer service focus as well as strong written and verbal communication skills.

  • 3+ years experience supporting users on Macintosh OS X and higher; Strong Mac skills

  • 3+ years experience supporting users in a Microsoft Windows 10+ environment

  • Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Creative Suite

  • Experience with network troubleshooting (LAN/WAN and VLAN)

  • Problem-solving and decision-making skills including conflict and first call resolution.

  • Ability to lift 35-60 lbs, primarily computer equipment from floor to desk.

  • Knowledge of AD and Exchange management

  • Familiarity with security protocols and practices and ability to evangelize policy

  • Prior experience in a studio production environment strongly preferred.

  • Knowledge of SQL, FileMaker Pro, and other database tools

  • Knowledge of basic command-line tools (SSH, scp, rsync, etc)

  • Undergraduate degree or equivalent work experience.

Additional Information:

DISNEYTECH

Job ID: 787784BR

Location: Burbank,California

Job Posting Company: Studios Content

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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