Premier Services VTC Specialist
応募 後で応募 Job ID 10136775 勤務地－都市 バーバンク, カリフォルニア州, アメリカ合衆国 / Lake Buena Vista, フロリダ州, アメリカ合衆国 勤務地－国 ESPN 掲載日 2025/11/14仕事内容:
DEPARTMENT DESCRIPTION
At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.
The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.
TEAM DESCRIPTION
As a Premier Services VTC Specialist, you'll be a trusted expert and technical leader within the Premier Services Team—a specialized group known for fast response, grace under pressure, and an obsession with getting it right the first time. You'll sit at the center of the Disney collaboration ecosystem, bringing deep domain knowledge and hands-on mastery to complex AV systems while supporting VIP customers with their complete technology needs.
Working closely with executives, engineers, and team members, you'll ensure strategic alignment while exercising high autonomy in troubleshooting, optimization, and implementation. You'll mentor junior technicians, drive service excellence initiatives, and serve as the escalation point for complex technical challenges. Your leadership will ensure the team operates cohesively to deliver a superior customer support experience that consistently meets or exceeds expectations as measured by customer satisfaction surveys—which you'll help create, review, and action.
WHAT YOU’LL DO
Own and drive rapid, high-priority response to escalated incidents across global collaboration environments — 24/7 as needed.
Deliver a seamless, white-glove experience across devices, offices, and events.
Acquire, configure, and deploy connected devices, peripherals, desktop systems, and mobile devices.
At individual and team level, document and report all work performed in the form of tickets via ITIL tools and processes.
Collaborate closely with vendors and internal partners.
Troubleshoot, isolate and resolve issues to minimize downtime.
Troubleshoot complex interoperability issues across Microsoft, Cisco, and third-party ecosystems.
Monitor performance metrics and implement proactive improvements using analytics tools.
Provide expert, on-site meeting and event support—ensuring every presentation, broadcast, and high-profile call runs flawlessly.
Respond rapidly to high-priority escalations and coordinate team response during critical incidents.
Facilitate individual and team maintenance of accurate configuration, change, and asset documentation aligned with enterprise standards.
Serve as a trusted escalation point for technical issues impacting executives or critical meetings.
Mentor and guide junior engineers and technicians, fostering a culture of technical excellence, accountability, and customer-first service delivery.
Flexibility & Decisiveness: Production environment requires adaptability to adjust shift plans, provide backup coverage, and make real-time decisions to ensure service continuity.
Develop and contribute to service-excellence initiatives that enhance reliability, scalability, and customer satisfaction.
Partner with engineering and product teams to influence technology roadmaps and future collaboration strategy.
REQUIRED QUALIFICATIONS & SKILLS
Minimum of 5 years of related work experience, including supporting enterprise-scale collaboration and AV environments.
Comprehensive understanding of AV systems and signal flow—comfortable reading schematics and diagnosing issues to component level.
Expert-level knowledge and advanced fluency with Microsoft Teams Rooms, Teams Admin Center, MTR Pro-Management Portal, Cisco Control Hub, Pexip CVI, Vyopta, Appspace, and Crestron XIO.
Advanced fluency with desktop systems, mobile devices, Active Directory, Cisco VOIP, JAMF, Citrix, VPN, and Microsoft 365 including hybrid integrations and security.
Expert-level knowledge of Microsoft Teams Rooms, Cisco Control Hub, Crestron XIO, Appspace, Vyopta, and Pexip CVI – comfortable with aspects of designing, deploying, and optimizing solutions at scale.
Comprehensive understanding of signal flow, conferencing hardware, and troubleshooting from component to cloud.
Calm, confident communicator with exceptional customer service instincts and executive presence; able to translate complex technical issues into a clear business context.
Highly organized, detail-oriented, and comfortable managing multiple priorities independently.
PREFERRED QUALIFICATIONS
Experience in AV integration, live event production, and executive meeting support at scale.
Familiarity with LLM or Generative AI tools that enhance productivity or automate workflows.
Experience with ServiceNow or similar ITSM platforms at administrative level.
Exposure to Teams Admin Center, Cisco Control Hub, Pexip, Vyopta, or Appspace.
Experience with Crestron programming, Dante audio, Sennheiser audio systems, and digital audio mixing boards.
Trained and capable if acting as A.1, TD, Camera operation.
Hardware & Peripherals (Expert): Laptops, desktops, mobile devices, printers, scanners, A/V equipment (DSPs, codecs, control systems), conference room.
*nix operating system administration skills/experience.
HTML, CSS, and JavaScript literacy.
Relevant advanced certifications:
CTS (Certified Technology Specialist) or CTS-D/CTS-I
CCNA (Cisco Certified Network Associate) or higher
ITIL Foundation or ITIL Practitioner
Microsoft certifications (Azure, Teams, Modern Desktop Administrator)
Cisco certifications (CCNP Collaboration, Webex specialist)
EDUCATION
Bachelor's degree in Computer Science, Engineering, AV Technology—or equivalent hands-on experience with relevant technical certifications.
The hiring range for this position in Burbank, CA is $106,900 to $143,300 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
ESPN について:
ESPNの仕事は、ここでしか味わえない体験が詰まっています。それは、視聴者にとって使い勝手の良い新しいサービスを常に考えているからです―視聴者がどこでもどんな方法でもスポーツを楽しめるよう取り組んでいます。私たちは毎日、勝算を気にせず自分達自身を超え続けようとするダイナミックな文化の中で、誰もやらなかったことに挑んでいます。最新の技術、革新的なアイデア、世界レベルの才能があふれるESPNでは、毎日が驚きの連続です。
The Walt Disney Company について:
The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。
このポジションは ESPN, Inc という事業部門の一つである ESPNでのお仕事です。
ESPN, Inc は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。