Technical Support Engineer job in Burbank, CA | Walt Disney...

Technical Support Engineer
Walt Disney Animation StudiosBurbank, CA13 days ago

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. The Technical Support Engineer (TSE) provides WDAS with high-quality support and services, focusing on consistent and efficient support through communication, customer engagement, and professional service. Primarily a first response position, other tasks and services include software installation, telecommuting support, collaboration with other technology teams, and exploring process improvements to proactively solve problems.




Responsibilities :



  • Provide Help Desk/Service Center style support, monitoring all inbound technical support requests, calls/tickets for the studio

  • Use a consolidated, studio-wide Help Desk process that provides speedy resolution of problems, and allows for efficient routing of challenging issues to the appropriate team

  • Collaborate with other technology teams as needed to determine the best solution to challenging issues

  • Provide services for onboarding and tech training for new hires

  • Assist in creation and socialization of self-help and online training methods, including shared documentation and video training to enable users to easily solve their own challenges

  • Work with leadership to continually improve tech support procedures and policies and recommend process improvements.

  • Help to define how end-user support should be coordinated, delivered, standardized and communicated

  • Support a wide array of software, both internally-developed and third party

  • Support multiple hardware and operating system platforms including Mac, Linux, iOS and Windows, as well as related software & accessories

  • Support general tech hardware, ie: workstations, laptops, printers, displays, tablets, etc

  • Maintain a flexible schedule including possible night or weekend work




Basic Qualifications :



  • Minimum 2 years experience with technical support or user support, preferably in a production setting

  • Working knowledge of Mac OSX, iOS and Windows operating systems

  • Familiarity with Linux desktop

  • Familiarity with ticket tracking, tech support tools, documentation platforms and diagnostic systems

  • Ability to install, configure, and maintain desktop/laptop computers and mobile devices

  • Familiarity with software packages used in the animation or VFX industries such as Maya, Adobe Creative Suite, etc.

  • Proficiency with productivity applications such as OpenOffice, Microsoft Office, Google Drive, GMail, and overall Google Administration

  • Ability to diagnose and potentially repair or replace computer system components (storage media/drives, graphics/GPU cards, memory modules, fans, etc.)

  • 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

  • Excellent communication skills and a strong customer service orientation

  • 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




Preferred Qualifications:



  • Hands-on experience with Linux administration

  • Strong Macintosh/Windows system administration skills

  • Administration of tracking and configuration management systems such as Jira/Jira Service Desk, Jenkins, Puppet and Airwatch (MDM)

  • Scripting/coding, preferably Python, C, C++, or Javascript

  • Familiarity with web development such as HTML5 or CGI scripts

  • Familiarity with CG Animation, VFX, or video game production environments & common pipelines

  • Familiarity with common systems tools and protocols (BIOS,DNS/DHCP, LDAP, Active Directory, Zabbix)

  • Knowledge of remote desktop technologies such as PCoIP and RGS




Preferred Education :



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




Additional Information :

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