Premier Services VTC Specialist at The Walt Disney Company

Burbank, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, TechnologyIndustries

Requirements

Minimum of 5 years of related work experience, including supporting enterprise environments
Deep domain knowledge and hands-on mastery of complex AV systems
Expertise in troubleshooting complex interoperability issues across Microsoft, Cisco, and third-party ecosystems
Ability to work 24/7 as needed for rapid, high-priority response to escalated incidents
Flexibility and decisiveness in a production environment to adjust shift plans, provide backup coverage, and make real-time decisions
Proficiency with ITIL tools and processes for documenting and reporting work via tickets
Skills in using analytics tools to monitor performance metrics and implement proactive improvements

Responsibilities

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
Document and report all work performed in the form of tickets via ITIL tools and processes at individual and team level
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
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
Create, review, and action customer satisfaction surveys to ensure superior customer support experience