We are storytellers at Disney. We make the impossible happen. The Walt Disney Company is a leader in entertainment and technology worldwide. Walt had a passion for finding new ways to move audiences everywhere—a passion that still guides us in an enterprise that ranges from theme parks, resorts, and a cruise line to sports, news, movies, and many other businesses. Every endeavor is driven by a commitment to create and deliver memorable experiences— and we are always looking for new ways to improve these amazing 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 improving our consumer experiences, enabling business growth, and advancing operational excellence.
The Concierge IT Walk-Up Support Team offers quick, courteous, professional and personalized face-to-face IT support at various Disney locations around the world. The team is well-versed and supports Disney Enterprise Technology products and personal devices that belong to the Disney employees and cast members. The Premier Support Analyst role provides a distinctive technical support experience that resembles retail / hospitality / concierge services, through individual, advisory, and comprehensive interactions with Disney Cast and partners. Typical work involves face-to-face technical support for Cast Members and company guests visiting our in-person locations, whether ad-hoc or scheduled.
What You Will Do:
Provides a friendly response and ownership of technical issues and requests, whether by walkup customers, instant message, phone, email, or other avenues
Document and report on all work performed on behalf of customers in the form of tickets and reports
Maintain fluency in OS (Operating Service) imaging, software installs and configuration, account management, and all other relevant aspects of Disney and consumer technology
Facilitate exact hardware and software inventory information
Work with appropriate partners to expedite, escalate, and resolve issues impacting user productivity
Create status reports and metrics (written and verbal) with emphasis on high-profile issues
Establish and maintain relationships with service providers, manufacturers, resellers and contractors
Exercise discretion as appropriate, while always adhering to company and business unit policies and standards
Proactively monitor, assess, and address business requirements - multitasking where required
Create support and informational documentation as the need arises
Required Qualifications & Skills:
3+ years of related work experience in a Technical Support type role
Fluency with TCP/IP networking concepts
Advanced technical skills, specifically troubleshooting applicable to Apple & Windows physical and virtual setups - proficient in both Apple/Windows OS & ecosystems
Excellent verbal, written, and presentation skills - interacting with all levels of the organization
Enjoy working on a team and sharing responsibilities, with an ability to work on tasks/projects with minimal supervision
Attention to detail with a knack of multitasking well conflicting priorities
Enthusiasm, resilience, and a great attitude
Outstanding customer service and people skills, with a friendly & approachable demeanor
Bachelor's degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience
Preferred Qualifications:
Retail or hospitality experience
Experience with Linux/Unix
Related certification/s (Apple, Windows, technical, etc.)
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