The Walt Disney Company Technical Support Engineer in Burbank, California

The Walt Disney Studios Solutions Delivery group is looking for a smart, innovative, and motivated individual to take on the role of Technical Support Engineer to support employees, departments, and senior executives on our Burbank lot.

The Technical Support Engineering Team is responsible for handling all user requests by providing 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. This position will consist of tasks like user training, addressing issues submitted via email, walkup, phone calls, or automated alerts, or routing the requests or issues to the appropriate team for resolution. 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. As you receive feedback and perform root cause analysis on issues, you should act as the voice of the customer, taking your findings and their feedback and summarizing it for the proper teams or product owners.

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 Studio initiatives.

  • 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

  • Charismatic Personality

  • Previous experience overseeing exec support or production environment

  • Experience with documenting workflows and runbooks

  • 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 10.8 and higher; Strong Mac skills

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

  • Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat

  • Basic networking, LAN / WAN skills

  • Problem solving/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

Preferred Qualifications :

  • 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)

Required Education :

  • Undergraduate degree or equivalent work experience.

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

Preferred Education :

Information Technology/Management or related field or equivalent experience preferred

Company Overview :

It’s the magic of immersing yourself in a motion picture masterpiece, or a new track from your favorite band, or the spectacle of a live Broadway show. It’s hard to define and even harder to create, but that’s what we do at The Walt Disney Studios. Ours is a culture of innovation, collaboration and creativity. We raise the bar, then step over it, blazing trails through the production and distribution of world class entertainment around the globe. If you want to help tell compelling, enduring stories through movies, music or stage plays, then we want to hear from you.

Additional Information :

  • This position is a legal entity of The Walt Disney Studios, an equal opportunity employer.

Job ID: 587459BR

Location: Burbank,California

Job Posting Company: Studio Entertainment