Premier Services VTC Specialist
Aplicar ahora Aplique más tarde Job ID 10136775 Ubicación Burbank, California, Estados Unidos / Lake Buena Vista, Florida, Estados Unidos Business ESPN Fecha de publicación 14/11/2025Detalles del empleo:
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.
Acerca de ESPN:
Trabajar en ESPN es diferente de cualquier otra cosa. Esto se debe a que siempre estamos buscando nuevas formas de interactuar con los aficionados, sin importar dónde o cómo se conecten con los deportes. Cada día hacemos cosas que nadie ha hecho, todo ello en una cultura dinámica en la que desafiamos las posibilidades y nos superamos continuamente. Cuando tienes la última tecnología, ideas innovadoras y talento de primera clase en tu equipo, cada día, es extraordinario.
Acerca de The Walt Disney Company:
The Walt Disney Company, junto con sus subsidiarias y afiliadas, es una empresa internacional diversificada líder en entretenimiento familiar y medios de comunicación que incluye tres segmentos comerciales principales: Disney Entertainment, ESPN y Disney Experiences. Desde sus humildes comienzos como estudio de dibujos animados en la década de 1920 hasta su reconocido nombre en la industria del entretenimiento en la actualidad, Disney continúa con orgullo su legado de crear historias y experiencias de clase mundial para toda la familia. Las historias, los personajes y las experiencias de Disney llegan a consumidores e invitados de todos los rincones del mundo. Con operaciones en más de 40 países, nuestros empleados y miembros del elenco trabajan juntos para crear experiencias de entretenimiento que sean apreciadas a nivel local y global.
Este puesto es en ESPN, Inc , que forma parte de una empresa comercial que denominamos ESPN.
ESPN, Inc es un empleador que ofrece igualdad de oportunidades. Los solicitantes recibirán consideración para el empleo independientemente de su raza, religión, color, sexo, orientación sexual, género, identidad de género, expresión de género, nacionalidad, ascendencia, edad, estado civil, condición de militar o veterano, afección médica, información genética o discapacidad, o cualquier otro fundamento prohibido por la ley federal, estatal o local. Disney defiende un entorno empresarial donde las ideas y decisiones de todas las personas nos ayudan a crecer, innovar, crear las mejores historias y ser relevantes en un mundo en constante evolución.