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COG Media Coordinator

Apply Now Apply Later Job ID 646641BR Location Burbank, California, United States Business Direct-to-Consumer and International Date posted Mar. 13, 2019

Job Summary:

DTCI Los Angeles provides professional targeted engineering and support to production, postproduction and broadcast departments in the Los Angeles area. DTCI values strong, dynamic, dedicated individuals that get the “always on” TV business.

This is the tier I support level responsible for answering the phone or email and dealing with basic customer issues (incidents) or requests (service requests). The primary job function is to gather the customer’s information and to determine the customer’s issue or request by analyzing the situation and figuring out the underlying problem or processing the request. This level should gather as much information as possible from the end user that will be recorded into the issue and request tracking system. The technical support specialists on this team typically handle straightforward and simple problems or requests. This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, assistance with navigating around application menus and basic network connectivity verification. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues or requests.

Responsibilities:

  • Provide customer first contact support for issues and requests, either by phone or email
    • Provide customer first contact support for issues and requests, either by phone or email
    • Answer phone or handle emails, documenting incoming incident (INC) in issues and service request (SR) in request tracking system
    • Manage and update INC’s and SR’s in tracking system
    • Close tickets with clear and accurate solution information/statements
    • Provide timely status updates to management and DTCI customers and partners
  • Maintain and update documentation in knowledge base
  • Maintain inventory documentation in inventory tracking system
  • Process and complete preventive management (PM) tasks
  • Monitor network management systems (NMS), document any issues based on detection and alerting by entering into tracking system
  • Identify and communicate (escalate) to management, Tier 2 & 3 support staff when there are complex problems in a timely manner
  • Responsive to the BO&E customers and partners to minimize impact to ensure high levels of productivity
  • Build, configure, trouble shoot and repair edit systems and associated hardware
  • Ensure devices are properly managed and provide alert notifications from the NMS systems
  • Manage, maintain and update databases, ensuring accuracy of metadata and databases
  • Reconcile requests with Disney Legal; communicate with suppliers regarding technical specifications
  • Manage download and ingest of digital assets into various library systems as needed
  • Manage and track RMA


Basic Qualifications:

  • Minimum 1 year relevant work experience
  • Proficiency with Word, Excel and Outlook
  • Experience uploading and downloading files for Internet and Intranet sites
  • Experience with NLE edit systems and software applications Adobe Premier or Avid Media Composer

Preferred Qualifications:

  • Experience supporting and maintaining server operating systems
  • Knowledge of video and audio codecs and transcoding software
  • Experience using an asset management system
  • Experience and knowledge of the Entertainment Industry a plus
  • Scripting languages such as PHP, Ruby, Bash, Applescript
  • Knowledge of HTML, CSS and web design
  • Experience with SQL, MySQL or other databases

Required Education

High school graduate

Preferred Education

Some College

About Direct-to-Consumer and International:

Comprised of Disney’s international media businesses and the Company’s various streaming services, the Direct-to-Consumer and International segment aligns technology, content and distribution platforms to expand the Company’s global footprint and deliver world-class, personalized entertainment experiences to consumers around the world. This segment is responsible for The Walt Disney Company’s direct-to-consumer businesses globally, including the ESPN+ sports streaming service, programmed in partnership with ESPN; the upcoming Disney-branded direct-to-consumer streaming service; and the Company’s ownership stake in Hulu. As part of the Direct-to-Consumer and International segment, Disney Streaming Services, developer of the ESPN+ and Disney-branded streaming platforms, oversees all consumer-facing digital technology and products across the Company.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with American Broadcasting Companies, Inc., which is part of a business segment we call Direct-to-Consumer and International.

American Broadcasting Companies, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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