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Technical Support Specialist II

Apply NowApply Later Job ID 10011232 Location San Antonio, Texas, United States Business Disney Media & Entertainment Distribution Date posted Sep. 22, 2022 Flex Type On-Site

- This role is considered on-site, which means the employee will work from a Company designated location on an ongoing basis.

Job Summary:

SUMMARY

Disney Streaming’s IT Operations team is seeking an IT Services Technician who will be an exceptional addition to our team. As an IT Services Technician at Disney Streaming, you are the first line of support in the battle to redefine television. The right person for this role is highly technical, possesses amazing customer service skills and truly understands “how technology works”. If you are someone who likes to provide efficiencies through technology while working in a fast paced and rewarding environment, then this is a great role for you.

ROLE

In your role as an IT Services Technician for the Viewer Experience Org in San Antonio. Your responsibilities will include, single user to enterprise tech support, basic systems administration for Microsoft Active Directory, G-Suite, DNS/DHCP systems, server and desktop operating systems, file and print management systems, messaging/collaboration systems, data backup/recovery applications and supporting AV conferencing and events. You will also work with other IT staff in the US, remotely supporting satellite office end users, along with occasionally working with vendors to design, implement, operate and support a variety of applications and systems.

RESPONSIBILITIES

  • Provide technical support to the VX Organization across their various domestic and international offices/BPO partners. Duties will involve: password resets, desktop/laptop setup, patching, technical coordination of new hire/terminations process, etc.
  • Monitor and manage system health of all assigned systems to include evaluating and reporting on their availability, performance and capacity.
  • Incident Management, Triage escalations to appropriate teams based on severity.
  • Serve as the Office IT POC when IT Lead is unavailable.
  • Lead or drive processes to identify operational problems with assigned systems and provide technical support to resolve them promptly.
  • Participate in the design and implementation of enterprise wide technical projects, ensuring delivered solutions meet identified requirements.
  • Research, plan and coordinate upgrades and changes to existing systems and implementation of new systems and technology.
  • Understand and comply with all departmental policies and procedures for incident, request, change, problem and systems management.
  • Train and develop peers and support staff in systems monitoring; routine administration; and troubleshooting for assigned systems; occasionally works extended hours and/or nights and weekends.
  • Coordinate vendor support of assigned hardware/software/systems/services.
  • Documents, maintains, tags, inventories, upgrades, or replaces hardware and software systems.
  • Work within our ticket system to properly document and track issues.
  • Wearing multiple hats ranging from Tech Support, to AV Support, to network support.

SKILLS

  • Customer focused: You're a people person who looks forward to helping the person who just reached out for help.
  • Team player: Teamwork isn't something you just talk about, you make the effort to build relationships, share knowledge and work collaboratively to better support our end users.
  • Able to multitask: You can handle multiple incidents and requests at once, and you can tell which are priority based on severity.
  • Detail oriented: You like to take detailed notes of what you're doing so others can see what steps you've taken to help the customer, we work as a team and having detailed notes is helpful for everyone.
  • Highly Analytical: You're a natural problem solver, able to assess and analyze risks and exposures; identify options and alternatives, make decisions, and proactively implement corrective actions.
  • Great communicator: You’re able to relay critical information to other highly technical areas of the company, and can effectively translate highly technical verbiage to other non technical departments/users in an easy to read/understand communication.

REQUIREMENTS & QUALIFICATIONS.

  • Must have a flexible schedule to accommodate 24/7 Office Operations, may be required to work  weekends, overnight, the occasional holiday or be on call.
  • Associates or Bachelor’s Degree in Computer Engineering, Computer Science, Information Technology, or equivalent (3-6 year) Work Experience in SMB or Enterprise IT Support.
  • Basic to intermediate knowledge of Powershell, InTune, Okta, Jira, Service Now, Zoom, JAMF, Sailpoint, DUO, Salesforce, Cloud Telephony, SAAS Applications, Cayosoft/AD Manager
  • Intermediate knowledge of network fundamentals, Exchange, DNS, DHCP, SSL, FTP, Active Directory, SSO, Identity Management
  • Intermediate to advanced knowledge of Windows, Mac and Chrome OS/Devices, Microsoft Office Applications, G-Suite Administrator Tools, Google Docs/Drive
  • Nice to have certifications: G-Suite, N+, CCNA, CCNP, MCSA, MCSE, ACSP, ACMT, HDI-CSR, ITIL

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

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 Disney Streaming Technology LLC, which is part of a business we call Disney Media & Entertainment Distribution.

Disney Streaming Technology LLC 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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