Sr. Technical Support Engineer
Walt Disney Animation Studios
Burbank, CAThis was removed by the employer on 8/18/2014 4:02:00 PM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the Animation Category
Browse the IS/IT Category
Search for Sr. Technical Support Engineer jobs in Burbank-CA
Search all Sr. Technical Support Engineer postings
Full Time Job
Walt Disney Animation Studios has been combining 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.
Walt Disney Animation Studios is seeking a Sr. Technical Support Engineer to join its Burbank, CA studio. The Sr. Technical Support Engineer (TSE) will provide front-line, Tier-1 support, to the artists and staff working at the studio with approximately 80% their time spent in direct support of users. In addition, approximately 20% of the time will be spent researching difficult issues, or performing systems administration and process improvement tasks to help proactively solve future problems.
Responsibilities:
• Provide Help Desk/Service Center support, monitoring all inbound calls for the Studio
• Support a wide array of software packages both internally developed and purchased from third parties
• Take ownership of calls and attempt to resolve all calls at their level, only escalating when Tier 2 teams are necessary for problem resolution
• Support multiple hardware and operating system platforms including Mac, Linux, iOS and occasionally Windows as well as related software, printers, networks, remote access, and connectivity
• Utilize a consolidated, Studio-wide ‘help desk’ process that supports the recording and resolution of problems and service requests submitted by end-users
• Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed
• Work with management to continually hone Help Desk procedures and policies
• Support self-help and on-line training methodologies, to enable users to easily solve their own issues including documentation and video training
• Collaborate effectively with other Technology teams to define how end-user support should be coordinated, delivered, standardized and communicated
• Oversees the problem resolution of technical issues and recommend process improvements
• Act as a collaborator with the larger Technology team including possible night or weekend work
Qualifications
• Minimum of 4-6 years experience in technical support or front end user support, preferably in a production setting
• Strong knowledge of Linux, OSX, or other Unix
• Experience with software packages used in the Animation or VFX industries such as Nuke, Maya, Photoshop
• Experience with productivity applications such as Open Office, Microsoft Office, and Google Docs
• Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc.
• Install, configure, and maintain desktop and laptop computers as well as mobile devices
• Must have the ability to backfill and support other team members, when needed
• Required to provide individual user-training, on workflows, script/tool usage, mobile device usage and/or production and Studio procedures
• Excellent Communication skills and strong customer-service orientation
• Strong analytical problem solving skills
• Able to multitask in a highly complex, diverse, production environment
• Able to quickly prioritize decisions given incomplete and conflicting knowledge
• Highly 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