Technical Support Engineer (Helpdesk)

Job Summary:

Walt Disney Animation Studios combines 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.

The Technical Support Engineer (TSE) provides high-quality technical support and services to Walt Disney Animation Studios, focusing on efficient communication, professional customer service and collaborative teamwork. This is primarily a first-response helpdesk position, but also includes services such as software installation, telecommuting support, process adherence, and cross-team partnership.

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.

Basic 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.

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).

Preferred Education/Experience

• Diploma or degree in Information Technology, Computer Science, or a related technical field.
• Experience in technical support or customer service.