Job Summary:

Walt Disney Studios has created one of the most powerful brand by bringing memorable, life-changing storytelling to the world through incredible characters. WDS have worked with their affiliates to redefine the movie-making process focusing on creativity, innovation and collaboration. At WDS, you will be part of a team that helps propel our legacy into the future with a vision as far-reaching as our stories.

As part of the WDS Technology team you’ll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We’re looking for a passionate individual who will provide front-line end-user support for WDS and it’s affiliates as a part of the Technical Services and System Engineering (TSaSE) team. You are a seasoned and experienced professional, preferably from a technical support environment associated with production or post production, able to comfortably oversee highly complex and high-end technical support teams. You’re able to multitask in a highly complex, diverse, production environment; able to quickly prioritize decisions given incomplete and conflicting knowledge. You are self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production. You have strong analytical problem-solving skills; someone who is a team-building leader with good interpersonal, verbal and relationship building skills.

The TSaSE team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process. This position works to addresses a specialized competency vital to achieving this support effort by:

Providing exceptional technical support for our internal applications/systems, implementing company technology initiatives, supporting special events like movie premiers, and working with clients to identify how technology can assist or improve their productivity.

Acting as the clients advocate and acting as their voice when speaking to the various technology teams involved in support of WDS

Ensuring all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution. TSaSE is the tip of the spear when it comes to client engagement.

Providing 24x7, global support to those specialized business and production functions that directly support various show-critical production operations including travel

Responsibilities:

SME for Technical Services and Systems provided to Studio encompassing intimate knowledge of various groups as well as an understanding of applications used and specialized workflows.

Assist in defining and documenting processes related to supporting the studio.

Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment.

Work with other Segments and Departments to drive WDS Studios initiatives.

Travel on location as needed in support of WDS productions

Respond to user requests for hardware and software issues

Route requests to appropriate teams or escalate to teams when required

Communicate with users and senior management the status of issues

Provide technical guidance to users across studio on new workflows or optimizing old ones

Perform hands-on repair of equipment and maintenance/installation of infrastructure

Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc.

Act as SME for assigned internal applications and workflows from implementation to delivery aligned with project management

Oversee small to medium projects, providing status updates to upper management; drives timely results

Implement continuous improvement methodology through the use of IT systems or procedure

Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff

Ability to learn new technologies quickly and with minimal guidance

Thrives on technical challenges and takes pride in solving them

Basic Qualifications:

Forward Thinking

Charismatic Personality

Strong analytical and problem-solving skills

5+ years’ experience in desktop support and system administration in an production and/or enterprise environment

Superior customer service focus as well as strong written and verbal communication skills

Experience in implementation, administration, and configuration management in Microsoft Windows Server, MDT, Active Directory and Group Policy

Extensive knowledge in workflow automation for endpoint management using HCL BigFix for Windows and JAMF for macOS

Knowledge and experience writing and maintaining automation scripts (Powershell, Python, Bash)

Experience with SasS and IDP implementation

Experience with network troubleshooting (LAN/WAN and VLAN)

Experience managing Exchange in cloud-based and multi-tenancy environments

Strong experience with technical writing, documentation and communication regarding workflows and runbooks

Understanding of virtual environments (building, supporting, maintaining)

Prior experience in a studio production environment strongly preferred

Knowledge of FileMaker Pro, and other database tools

Ability to lift 35-60 lbs, primarily computer equipment from floor to desk

Flexible schedule to allow for immediate travel as needed

This role is on-site

Required Education

Undergraduate degree (BS in Computer Science) or equivalent work experience

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