The Walt Disney Company Production Technology Support Engineer in Burbank, California

At The Walt Disney Studios, you’ll help bring compelling stories to life through film, music and live entertainment.

The Walt Disney Studios Production Technology Team is looking for a smart, innovative, and motivated individual to take on the role of Production Technology Support Engineer to support the Disney Live Action Motion Picture Production user base.

The Production Technology Support Engineer is responsible for handling all Motion Picture Production (MPP) user requests by providing technical support for our internal applications/systems, implementing and enforcing content security and protection protocols, and working with clients to identify how technology can assist or improve their productivity. This position will consist of tasks including user training, addressing tickets and performing onsite installations. Exceptional customer service skills are a requirement as well as being able to triage and prioritize issues for resolution. You will also need to ensure the customer expectations are set, and then communicate updates as resolution progresses. We work in a unique fast paced environment, and must look for ways to optimize our operations.

Responsibilities :

  • Respond to MPP user calls regarding hardware and software problems, correcting or ensuring that problems are escalated when required. Communicate with users and management the status of key problems.

  • Provide technical guidance to users across MPP user base with regard to new workflows or changing old ones, providing solutions where they exist, researching outside solutions, or working with internal groups to provide solutions if possible.

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

  • Maintain and troubleshoot all hardware associated with end-user computing, including mobile devices, printers, workstations, switches, etc.

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

  • Maintain inventory of system assets.

  • Ensure compliance with corporate standards and security policies

  • Provide user training for all areas of support (applications, corporate initiatives, studio initiatives, etc.)

  • Additional responsibilities will include: printer maintenance, end user documentation and training, moves, adds and changes.

Basic Qualifications :

  • 3-5 years’ experience in a desktop support executive or production environment

  • Excellent interpersonal and communication skills.

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

  • Ability to learn new technologies quickly and with minimal guidance.

  • Strategic thinking both technically and business-wise.

  • Experience with documenting workflows and runbooks.

  • Working knowledge of VMware (building, supporting, maintaining).

  • Working knowledge of Microsoft Server operating systems, Microsoft Exchange, Microsoft Office 365 and Active Directory.

  • Basic understanding of networking and network concepts to include DHCP, DNS, VLANs, STP, routing, switching, wireless and network troubleshooting.

  • Basic understanding of NAS.

  • Understanding of desktop imaging.

  • Knowledge of Virus/Spyware/Malware removal, on Microsoft and Apple operating systems.

  • 3+ years’ experience supporting users on Macintosh OS 10.12 and higher

  • 3+ years’ experience supporting users in a Microsoft Windows 7+ environment

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

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

  • Ability to lift up to 100 pounds with assistance.

  • Valid Passport, ability to live and work in the United States and ability to travel up to 20% of the time (often on short notice).

Required Education :

  • Bachelor’s degree in Information Technology, Engineering or related field, or equivalent experience

Job ID: 594515BR

Location: Burbank,California

Job Posting Company: Studio Entertainment