Job Summary:Disney Streaming Services is responsible for developing and operating The Walt Disney Company’s direct-to-consumer video businesses globally, including the ESPN+ premium sports streaming service; Disney+, the dedicated streaming home for entertainment from Disney, Pixar, Marvel, Star Wars, National Geographic. Our core mission is to deliver global audiences the freedom to access content on their terms across any connected device, time or location. We serve consumers by bringing the world’s most beloved characters, timeless stories, legendary athletes, and epic sporting events to global audiences through best-in-class direct-to-consumer video services. We strive daily to imaginatively challenge convention with innovative technology that gives consumers the freedom to access content on their terms across any connected device, time or location.
The Technical Support Specialist II role is a cornerstone of the IT Support+ team and the greater IT Operations team. As a member of the IT Support+ team, you are the first point of contact with the IT Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but also the professionalism and initiative to get problems resolved quickly and efficiently. Delivering effective business communication should be second nature.
This position will be an evening role, with a schedule that will include some weekends and holidays.
Responsibilities:

• Providing first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing/escalating trouble tickets to the appropriate resource
• Installing and configuring both Apple Mac and PC hardware and software
• Diagnosing and repairing hardware faults for Mac and PC
• Responding to calls within agreed time limits and updating tickets for tasks completed
• Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are
• Seeking support from Helpdesk Lead and/or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call
• Support remote offices, users, and events
• Part of on-call rotation
• Performing other related duties as assigned

Basic Qualifications:

• At least 4 years’ experience in Help Desk Support or an equivalent combination of education and experience in an similarly fast-paced environment
• Proven verbal and written communication skills, able to clearly communicate steps to resolve end user’s issues
• Proficient in Mac OSX 11, 10.15, 10.14 and 10.13 in an Active Directory Environment
• Strong knowledge of Current Windows Operating Systems up to and including Windows 10
• Experience with MS Office 365 and desktop suite for Mac and Windows, particularly Outlook and Excel
• Experience with Microsoft Active Directory Administration
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Knowledge of Mail clients - Outlook desktop clients, OWA, Mobile Mail Clients
• Proven Customer Service mentality and strong multitasking ability
• Smartphone support experience
• Proven problem solving and root cause analytical capabilities
• Positive working attitude and be a committed team player

Preferred Qualifications:

• Experience deploying Apple and PC computers. (JAMF or Intune)
• Proven ability to document issue resolution for helpdesk knowledgebase
• Experience with Adobe Creative Cloud
• Experience with AV software and technology deployment (such as Zoom)
• Innovative, solutions-oriented
• “Yes” Attitude: Experience in navigating high-pressure encounters and last-minute changes

Preferred Education

• BA/BS preferred