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Technical Support Engineer - Mac

Job ID 421576BR Location Glendale, California, United States Job Posting Company The Walt Disney Studios Job Posting Area The Walt Disney Studios Date posted 01/24/2017
Disneytoon Studios is seeking a Technical Support Engineer to join its Glendale, CA studio.

The Technical Support Engineer (TSE) will provide front-line Tier-1 support to the artists and staff working at the studio as well as Tier-2 support as needed. Approximately 75% of their time will be spent in direct support of users and approximately 25% of the time will be spent researching difficult issues, performing systems administration and process improvement tasks to help proactively solve future problems.

Responsibilities

  • Provide Help Desk/Service Center support, monitoring all inbound calls (phone, email, and form-based) for the Studio
  • Support a wide array of software packages both internally developed and purchased from third parties.
  • Take ownership of calls through completion, resolving independently, and escalating only when Tier 2 teams are required
  • Support and deploy multiple hardware and operating system platforms including Mac, Linux, iOS, and Windows as well as printers and other peripherals.
  • Support remote access, cloud-platforms (like Google and Office 365), and assist with media and video conferencing support
  • Develop tools or scripts to automate or assist with the support process
  • Collaborate effectively with other Technology teams to resolve support issues and create long-term supportable solutions
  • Night or weekend work is possible

Basic Qualifications

  • Minimum 2-5 years experience in technical support or front-end user support, preferably in a production setting
  • Strong knowledge of Linux, OSX, or other Unix
  • Demonstrated coding skills in Python, C, C++, or Javascript
  • Experience with software packages used in the Animation or VFX industries such as Nuke, Maya, Photoshop
  • Experience with productivity applications such as Open Office, Microsoft Office, and Google Docs
  • Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc.
  • Excellent Communication skills and strong customer-service orientation
  • Strong analytical problem solving skills
  • Able to multitask in a highly complex, diverse, production environment

Preferred Qualifications

  • Experience with Jira, Git, Jenkins, or RT a plus
  • Experience with CG Animation, Visual Effects, or Video Game production environments a plus
  • Familiarity with systems tools and protocols (e.g. SNMP, OpenView, Nagios, iperf, Zabbix) a plus

Preferred Education

BS or BA degree, Information Technology, Computer Science, or Technical related field preferred but not required

Company Overview

Disneytoon Studios is home to a vibrant group of filmmakers, artists and production teams under the leadership of chief creative officer John Lasseter. Building on extraordinary worlds and beloved characters from across the Disney universe, Disneytoon Studios' filmmakers strive to create entertaining animated films for theatrical audiences around the globe.

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