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Technical Support Engineer - ANIM

Apply Now Job ID 479528BR Location Burbank, California, United States Business Studio Entertainment Brand Walt Disney Animation Studios Date posted 08/23/2017
Walt Disney Animation Studios combines the best in artistry and storytelling with cutting-edge technology to bring wonderful new characters and adventures to the big screen for audiences around the world.

Walt Disney Animation Studios seeks a Technical Support Engineer to join its Burbank, CA studio.

The Technical Support Engineer (TSE) will provide front line tier 1 support to artists and staff working at the studio. Primarily a direct support position, secondary tasks include systems administration and exploring process improvements to proactively solve problems.

Responsibilities

• Provide Help Desk support, monitoring all inbound requests via phone, in person, or electronically as needed.
• Manage tech support issues from start to finish, escalating to tier 2 teams as necessary.
• Use a consolidated, studio-wide Help Desk process that supports both the resolution and documentation of issues submitted by end-users.
• Work with management to continually improve Help Desk procedures and policies and recommend process improvements.
• Support self-help and online training methods, including documentation and video training, to enable users to easily solve their own issues.
• Collaborate effectively with other technology teams to define how end-user support should be coordinated, delivered, standardized and communicated.
• Develop software code to help eliminate problems before they happen
• Support a wide array of software packages, both internally developed and third party.
• Support multiple hardware and operating system platforms including Mac, Linux, iOS and Windows, as well as related software, printers, networks, remote access, and connectivity.
• Work schedule flexibility including possible night or weekend work.
• Work with artists around the Studio to understand the evolving needs and workflows.

Basic Qualifications

• Minimum 2 years experience in technical support or user support, preferably in a production setting.
• Strong knowledge of Linux, OSX, and Windows.
• Familiarity with ticket tracking, documentation, and diagnostic systems.
• Ability to install, configure, and maintain desktop and laptop computers as well as mobile devices.
• Excellent communication skills and a strong customer service orientation.
• Strong troubleshooting skills, with ability to diagnose, repair, and replace components (including DIMMs, storage media and drives, graphics/GPU cards, and fans).
• Experience with software packages used in the animation or VFX industries such as Maya, Photoshop, and Houdini.
• Experience with productivity applications such as OpenOffice, Microsoft Office, Google Drive, GMail, and overall Google Administration.
• Ability to provide individual user-training on workflows, script/tool usage, mobile device usage, as well as production and studio procedures.
• Strong analytical problem solving skills..
• Highly self-directed. Manage and prioritize multiple concurrent and competing challenges, issues, ambiguities, and contradictions that inevitably occur when supporting a highly complex, and diverse production environment.
• Demonstrated scripting/coding skills, preferably Python, C, C++, or Javascript.

Preferred Qualifications

• Deep knowledge and experience with Linux or Macintosh system administration.
• Strong Python coding skills and API development.
• Familiarity with Web development such as HTML5 or CGI scripts.
• Administration of tracking and configuration management systems such as RT, Jira, Jenkins and Git.
• Experience with CG Animation, Visual Effects, or Video Game production environments.
• Familiarity with systems tools and protocols (SNMP, OpenView, Nagios, iperf, Zabbix).
• Knowledge of remote technologies such as PCOIP and RGS.
• Familiarity with production tracking systems, such as Shotgun.

Preferred Education

• BS or BA degree in Information Technology, Computer Science, or related technical field.
Apply Now

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