Technical Support Engineer (Helpdesk)
Walt Disney Animation Studios · Burbank, CA
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- On site
- Full-time
- $98,000 / year
- Burbank, CA
Job highlights
- Provide first-response technical helpdesk support.
- Collaborate with teams to resolve complex issues.
- Support diverse software and hardware platforms.
- Onboard and train new hires technically.
- Requires flexibility in work schedule.
About the role
Technical Support Engineer at Walt Disney Animation Studios
Walt Disney Animation Studios is looking for a Technical Support Engineer (TSE) to provide high-quality technical support and services. This role focuses on efficient communication, professional customer service, and collaborative teamwork, primarily handling first-response helpdesk duties, software installation, telecommuting support, process adherence, and cross-team partnerships.
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.
Key skills/competency
- Technical Support
- Helpdesk
- MacOS
- Windows
- Linux
- Troubleshooting
- Customer Service
- IT Support
- Software Installation
- Hardware Support
Skills & topics
- Technical Support Engineer
- Helpdesk
- IT Support
- Troubleshooting
- MacOS
- Windows
- Linux
- Customer Service
- Software Installation
- Hardware Support
- Walt Disney Animation Studios
- Animation
- VFX
- Jira
- Active Directory
How to get hired
- Tailor your resume: Highlight technical support experience, OS knowledge (MacOS, Windows, Linux), and customer service skills relevant to Walt Disney Animation Studios.
- Showcase problem-solving: Emphasize analytical skills and experience with ticket tracking and diagnostic tools in your application.
- Demonstrate collaboration: Prepare examples of how you've worked with teams to resolve IT issues and support users.
- Ace the interview: Be ready to discuss your technical troubleshooting process and customer service approach for diverse user needs.
- Research the studio: Understand Disney's commitment to technology and storytelling to align your answers with their values.
Technical preparation
Master MacOS, Windows, and Linux troubleshooting.,Practice installing and configuring diverse software.,Familiarize with ticketing and diagnostic tools.,Study remote desktop technologies (PCoIP, RGS).
Behavioral questions
Describe a complex technical issue you solved.,How do you handle user frustration or anger?,Share an experience training new users.,How do you prioritize multiple support requests?
Frequently asked questions
- What are the primary responsibilities of a Technical Support Engineer at Walt Disney Animation Studios?
- The Technical Support Engineer provides first-response helpdesk support, monitors support requests, collaborates with internal technology teams to resolve issues, conducts onboarding and technical training, and supports a wide range of software and hardware across Mac, Linux, iOS, and Windows platforms.
- What operating systems does the Technical Support Engineer need to be familiar with?
- A strong working knowledge of MacOS, iOS, and Windows operating systems is required. Familiarity with Linux is considered a plus.
- Is experience in a production environment necessary for this Technical Support Engineer role?
- While not strictly mandatory, experience in technical support or user support, preferably within a production environment, is highly desirable for this role at Walt Disney Animation Studios.
- What kind of hardware will I be supporting as a Technical Support Engineer?
- As a Technical Support Engineer, you will support general hardware including workstations, laptops, printers, displays, and tablets.
- Does the Technical Support Engineer role require a flexible schedule?
- Yes, the Technical Support Engineer role requires maintaining a flexible schedule, which may include possible evening or weekend work.
- What IT tools and systems are important for this Technical Support Engineer position?
- Familiarity with ticket tracking, tech support tools, documentation platforms, and diagnostic systems is important. Experience with administration systems like Jira, Jenkins, or Airwatch is preferred.
- What is the estimated salary range for a Technical Support Engineer in California?
- The hiring range for this position in California is $73,100.00 to $98,000.00 per year, based on a 40-hour work week, with the final offer dependent on various factors including experience and location.
- What educational background is preferred for this role?
- A Diploma or degree in Information Technology, Computer Science, or a related technical field is preferred. Prior experience in technical support or customer service is also valued.
- Will I be expected to support internal or external software?
- You will be expected to support a wide array of both internally-developed and third-party software as part of your role as a Technical Support Engineer.
- What are the benefits of working as a Technical Support Engineer at Walt Disney Animation Studios?
- Beyond the creative environment and innovative technology, employees receive a full range of benefits, potentially including bonuses and long-term incentives, alongside medical and financial benefits.