Telecom Operations Services Associate

Job ID 10132135 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort

Job Summary:

Enterprise Technology Telecom Operations Services seeks an individual capable of identifying, assessing, and communicating operational system irregularities and deviations from standard processes. The ideal candidate will demonstrate initiative, follow-through, and ownership to engage the appropriate stakeholders, prioritize, and convey the level of importance accurately. This is a Tier 1 Help Desk position where the Telecom Operations Services Associate provides technical support via telephone and email to resolve, process, and escalate telecom issues for Guests and Cast Members.

The position includes providing technical, administrative, and research support for Disney Enterprise Telecom Operations, encompassing Mobility Services, Cable TV, Office Machine Services, Construction Services, and Video Technologies. The successful candidate will be able to identify, understand, and communicate client needs and requirements for projects and Walt Disney World Events.

Responsibilities

• Provide 24x7x365 technical support via telephone and email for processing and escalating WiFi/Internet and Telecom issues for Guests and Cast in a dynamic Help Desk environment.
• Address break-fix incidents related to phones, Wi-Fi, printers, cable, gateways/routers, and security cameras.
• Utilize system capabilities to remotely troubleshoot APs
• Identify offline ONTs and establish connection on ports
• Conduct technical troubleshooting using various system applications
• Support, monitor, perform, and communicate timely health checks on our networks
• Initiate and manage Telecom Outage protocols during unscheduled network downtimes
• Manage cellular & radio repair requests and new orders
• Process Work Being Performed and Gate access requests for vendors
• Generate multiple operational reports concerning call metrics, telephony, and Wi-Fi
• Review, evaluate, and assign break/fix INC requests
• ServiceNow dashboard management

Basic Qualifications

• 3+ years of experience in customer service
• Familiarity with telecommunication services
• Strong technical acumen
• Excellent problem-solving skills
• General understanding of Wi-Fi networks, DOCSIS, and GPON fiber
• Ability to quickly adapt to changes in business needs, work independently, take ownership, and thrive in a flexible team environment
• Proven organizational skills in data collection, documentation, and prioritization
• Role can be 2nd or 3rd shift based on schedule needs. Willingness to work flexible hours, including weekends, nights, and holidays

Preferred Qualifications

• Familiarity with Aruba Airwave and Calix Management System
• Knowledge of Avaya phone systems and familiarity with VoIP
• Experience with ServiceNow ticket processes

Required Education

• Associate’s degree or equivalent work experience

Preferred Education

• Bachelor’s degree or equivalent work experience

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