Technical Support Engineer

As part of the Walt Disney Studios 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 technician who will provide front-line end-user support as a part of the Technical Services and Systems Engineering (TSaSE) team with Shared Technology Services for Walt Disney Studios. You're able to multitask in a highly complex, diverse, production environment. You focus on providing timely case/incident management within our commitment to service agreements and resolutions. You are engaged in team building with good interpersonal, verbal and relationship building skills.
The TSaSE team works directly with the engineering and architecture teams to implement and support critical production systems and applications. These systems and applications directly impact WDS ability to deliver the 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:

• Providing exceptional technical support for our internal applications/systems, implementing, and supporting company technology initiatives working with clients to identify how technology can assist and improve their productivity within a production-based environment
• Advocating on the client's behalf when collaborating with various technology teams supporting requirement-based initiatives
• Ensuring all incidents, requests and issues are addressed or triaged, escalating to the correct teams for resolution.
• Providing 24x7, global support to those specialized business and production functions that directly support various show-critical production operations.

What you will do:

• 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
• Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc.
• Oversee small to medium projects, providing status updates to upper management, driving timely results
• Implement continuous improvement methodology using IT systems and procedures
• 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
• Assist in defining and documenting processes related to supporting the studio
• Thrives on technical challenges and takes pride in solving them
• Strategic thinking both technically and business-wise
• Excellent interpersonal and communication skills
• Ability to work on-site 5 days a week, with occasional overtime request
• Ability to travel (locally, domestic and international) up to 30% of the time

What's Your Story?

• 3-5 years' experience in a desktop support, executive or production/animation, environment
• 3+ years' experience supporting users on macOS
• 3+ years' experience supporting users in a Microsoft Windows 10+ environment
• Experience with documentation and maintenance of workflows and runbooks
• Experience with supporting virtual environments including remote workflows
• Customer focused service which includes comprehensive written and verbal communication skills
• Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Creative Suite and Production based applications
• Experience with SaaS offerings including permissions and operational support
• Foundational remote support including on-call and desktop incident management within a team-based queue
• Basic networking, LAN / WAN skills
• Problem solving/decision making skills including conflict and first call resolution for on-site support
• Ability to lift 35-60lbs, primarily computer equipment from floor to desk
• Knowledge of Active Directory and Exchange management
• Apply and align with security protocols and practices

Required Education:

• Bachelor's degree in Engineering, Computer Science, Media Systems, Media Communication/Production or related experience

The hiring range for this position in California is $70,200.00-$94,000.00 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.