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

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 :

DISNEYTECH