The Walt Disney Company
Create the Tech Behind Our Magic
Hartford, CT

Sr. Technical Support Analyst (Thurs - Sat 6PM- 6AM) (Hartford, CT)

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The Walt Disney Company's Media and Entertainment Distribution (DMED) Technology organization enables enterprise-wide consumer technology and data capability to deliver on the promise of more direct consumer relationships, personalized product experiences and more active engagement with content and advertising. With global scale, local presence, and deep technological excellence, DMED Technology helps DMED and The Walt Disney Company optimize technology, platforms, and resources, while bringing creative ideas to life and creating industry-shaping approaches.
Working at The Walt Disney Company inside DMED Technology is unlike anything else. That's because we are always finding new ways to interact with guests/fans that are passionate about all platforms we support. When you have the latest technology, game-changing ideas, and world-class talent on your team, every day is extraordinary.
DMED Technology operates a high volume and fast-paced environment where it relies on a SupportCenter to provide Level 1 support for all programming contribution and distribution for The Walt Disney Company.
Responsibilities :
  • Answer calls for support, dispatch, communicate, assist in the resolution and document the response for all reported technical issues.
  • Operate within the Service Now and Jira environments and ensure that procedures around tracking and reporting issues are being followed.
  • Execute various support runbooks to resolve Level 1 incidents as reported from a variety of different methods (self-service ticketing, phone, email, etc.) These runbooks span broadcast technology, IT support and software support. The majority of our runbooks are specific to The Walt Disney Company and training will be provided.
  • Provide supervisory oversight and training.

Basic Qualifications :
  • 3-5 years of experience in television broadcast, transmission, IT or related fields.

Preferred Qualifications:
  • Has 3-5 years of knowledge related to PCR, MCR, ACR, studio, digital, audio, and other broadcast type facilities and their operational use and maintenance.

-or-
  • Has 3-5 years of knowledge related to software support including database management; introductory programming skills; experience managing Cloud environments.

-or-
  • Has 3-5 years of experience monitoring large network systems including LAN/WAN/WLAN systems, routers, firewalls, servers, storage.
  • Basic to intermediate computer certification(s) or ITIL Certification

Required Education :
  • Minimum, Associates degree and or comparable military/civilian work experience in an appropriate technical area.

Preferred Education :
  • Bachelor's degree
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The Walt Disney Company Benefits Overview

Because our employees and cast members are at the heart of everything we do, Disney offers a competitive total rewards package that includes pay, health and savings benefits, time-off programs, educational opportunities and more. Together, these rewards make up a comprehensive package that help you live your best life, grow personally and professionally and take advantage of the special extras that only Disney can provide.

Eligibility for certain reward programs will vary based on your job status, work location and/or the terms of any applicable collective bargaining agreement.

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An Insider's view of The Walt Disney Company

How does the company support your career growth?

Over my 13 years with the company, I’ve had passionate leaders and colleagues with diverse backgrounds who have taught me and given me opportunities to expand into areas I never thought possible. You have the freedom to take career risks and apply your previous experience in ways you may not anticipate.

Chase

Product Management Director

What is your vision for the company?

Disney has always been at the heart of the evolution of the media industry, and technology is an essential part of that. The way that we tell and consume stories in the future is going to be completely different than it is today, and The Walt Disney Company is uniquely positioned to shape and create that future.

Jamie

SVP/Chief Technology Officer, The Walt Disney Studios

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