Technical Specialist – Telecom

Job ID 10109324 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort

Job Summary:

The Telecom organization is responsible for in-depth analysis, testing, operational engineering, and software configuration for all telecom across Disney Experiences. We execute content delivery planning, interactive device design, server upgrades, consumables monitoring, evaluating hardware, and testing new and upcoming technologies and code. This team manages vendor MSP on system currency, software security, and network change activities. Working closely with multiple business units within the company, we facilitate new implementations of video and interactive technology. Maintenance of existing Telecom systems is a core responsibility, including responding to incidents and supporting technical service escalations.

Working on this team offers opportunity to work directly with technical vendors and authorized resellers to collaborate on solutions and new technologies. Team members work with a wide variety of internal Disney organizations to develop, implement, and maintain solutions that keep our Disney Experiences segments working effectively and efficiently.

Enterprise Technology Telecom is looking for an individual with strong technical and troubleshooting skills to support the Telecom initiatives at Walt Disney Company. The Telecom Technical Specialist will provide field support and be responsible for any video servers and software, video or interactive equipment installations and inventory, and implementation of video and interactive solutions across property. This individual should have a solid understanding of the AV and technical industry, to include security, demonstrated through past examples. 

This role will report to Manager-Telecom Datacom Operations.

What You Will Do:

• Provide governance to the WDW Telecom program
• Provide hands-on support for interactive installations, server upgrades, video installations, emergency maintenance, and outage resolution
• Provide onsite consultation to customers and ensure operational support of the Telecom environment to maintain SLAs and Disney standards
• Prepare and present metrics on uptime, usage, trends, and opportunities
• Ensure Telecom network maintains software and security currency
• Manage replacement and backup parts for all installations
• Provide level 2 support to triage the break/fix of any Telecom devices tracked through Service NOW
• Responsible for maintaining and supporting Video Head End IP, RF QAM, and transcoding video
• Partner with Resort Engineering Team, FAM, OSI, and WDI
• Assist on software patches and upgrades
• Provide oversight of local delivery of consumables by vendors
• Collaborate with other DPEP teams and service suppliers to provide efficient technical solutions
• Oversight of the device refresh and recycling programs
• Perform in-depth troubleshooting with field technicians
• Manage vendor relationships

Qualifications:

• 3+ years in the AV/Technology Industry
• 1+ years network switching and routing experience
• Strong knowledge of Microsoft Office, SAP Workplace, and Service NOW
• Strong understanding of various video and audio vendor applications (Sonify, QSC, Crestron, IOT, Synamedia, Genetec, SevOne, Forward Networks, Splunk, Zabbix, Infoblox, Etc.)
• Solid understanding and experience with enterprise video distribution support, sustainment, and implementation
• Demonstrated ability to handle escalations and outages
• Solid knowledge of network security standards and industry best practices
• Familiarity with analytics and reporting tools such as Tableau, Power BI
• Demonstrated strong organizational and time management skills
• Able to hit targeted due dates and manage competing priorities
• Demonstrated strong written and verbal communication skills
• Willingness to learn new software applications
• Willingness to work weekends and/or after-hours as required by customer and business demand
• Self-organizing and motivated
• Demonstrated ability to handle escalations and outages
• Moderate experience with network switching and routing
• Passion for, and knowledge of interactive and video systems and solutions
• Proven success collaborating with a range of partners

Preferred Qualifications:

• 5+ years in the AV or technology Industry, experience with video distribution, encoding, audio integrations and IOT devices
• 3+ years network switching and routing experience

Education:

• Associate’s degree in computer science, video technology, information systems, engineering, mathematics, data analytics or other related scientific or technical discipline desired or appropriate certifications and equivalent work experience

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