Technical Support Engineer (Helpdesk)

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.

The hiring range for this position in California is $73,100.00-$98,000.00 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.