Technical Support Engineer (Helpdesk) at The Walt… · Burbank

Summary: The Walt Disney Company is a leader in artistry and storytelling, and they are seeking a Technical Support Engineer to provide high-quality technical support to Walt Disney Animation Studios. The role focuses on first-response helpdesk support, software installation, and collaborative teamwork to resolve technical issues. Responsibilities: - Provide first-response help desk support, monitoring all inbound support requests, calls, and tickets - Collaborate with team members and internal technology teams to resolve challenging issues - Conduct onboarding and technical training for new hires - Support a wide array of internally-developed and third-party software - Support multiple operating system platforms: Mac, Linux, iOS, and Windows - Support general hardware, including workstations, laptops, printers, displays, and tablets - Maintain a flexible schedule, including possible evening or weekend work Required Qualifications: - Experience in technical support or user support, preferably within a production environment - Working knowledge of MacOS, iOS, and Windows operating systems (Linux familiarity is a plus) - 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 productivity applications (e.g., Google Drive, GMail, OpenOffice, Microsoft Office) and overall Google Administration - Analytical problem-solving skills, excellent communication, and a customer service orientation - Provide first-response help desk support, monitoring all inbound support requests, calls, and tickets - Collaborate with team members and internal technology teams to resolve challenging issues - Conduct onboarding and technical training for new hires - Support a wide array of internally-developed and third-party software - Support multiple operating system platforms: Mac, Linux, iOS, and Windows - Support general hardware, including workstations, laptops, printers, displays, and tablets - Maintain a flexible schedule, including possible evening or weekend work Preferred Qualifications: - Hands-on experience with Linux administration - Strong MacOS//Windows administration skills - Experience administering tracking and configuration management systems (e.g., Jira/Jira Service Management, Jenkins, Puppet, Airwatch/MDM) - Familiarity with CG Animation, VFX, or video game production environments and common pipelines - Familiarity with common systems tools and protocols (e.g., BIOS, DNS/DHCP, LDAP, Active Directory, Zabbix, Grafana) - Knowledge and troubleshooting of remote desktop technologies (e.g., PCoIP and RGS) - Diploma or degree in Information Technology, Computer Science, or a related technical field - Experience in technical support or customer service Required Skills: Technical Support, MacOS, iOS, Windows, Linux, Ticket Tracking Systems, Tech Support Tools, Documentation Platforms, Diagnostic Systems, Desktop/Laptop Installation, Configuration, Mobile Device Installation, Productivity Applications, Google Administration, Customer Service Orientation, Analytical Problem-Solving Benefits: A bonus and/or long-term incentive units may be provided as part of the compensation package, The full range of medical, financial, and/or other benefits