Technical Support Specialist

Job Description

Key Responsibilities:
• Provide tier 1 support, which includes receiving calls, opening and
logging incidents and tasks, addressing issues that can be quickly
resolved and routing/raising trouble tickets to the appropriate
resource.
• Installing, configuring, diagnosing and repairing Apple and Windows
hardware.
• Responding to calls within agreed time limits and updating tickets for
tasks completed.
• Strategically prioritize calls to ensure those that have the greatest
impact on the business are resolved first.
• Aims for first contact resolution and with an appetite for learn how to
increase this metric
• Seeking support from Helpdesk Lead and or Supervisor for calls that
pass their due dates, or where more experience is required in resolving
a call.
• Support remote offices, users, and events.
• Participate in on-call rotation.
• Perform duties as required to accomplish the objectives of the
department.

Responsibilities:

What You Need for this Position:
• At least 2 years of experience in Help Desk Support or an equivalent
combination of education and experience in an enterprise
environment.
• Superb interpersonal skills, able to clearly communicate steps to
resolve end user's issues.
• Strong Mac OSX 10.11, 10.10, 10.9 and 10.8 in an Active Directory
Environment.
• Solid Grasp of Current Windows Operating Systems up to and including
Windows 10.
• Knowledge of and the ability to diagnose issues with O365 suite.
• Knowledge of Microsoft Active Directory Administration
• Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
• Knowledge of Mail clients - Outlook for Mac, Apple Mail, Outlook for PC
• Strong Customer Service mentality and strong multitasking ability
• Smartphone support experience
• Dedication to end-user efficiency
• Good problem solving and root cause analytical capabilities
• Positive working demeanor and be a committed team player

Location: San Antonio Texas
Hybrid schedule, 4 days a week onsite.
Hours can be from 6AM-Midnight CT
Must be able to work 1 day on the weekend
Must be able to support Holidays

Preferred Qualifications:

The following are not required but are
preferred:
• Experience using a centralized management solutions (JAMF, Intune,
Autopilot)
• Demonstrable ability to detail issue resolution for helpdesk
knowledgebase
• Experience with Adobe Creative Cl

This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

About Disney Streaming:

Comprised of the Company's international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Streaming Technology LLC, which is part of a business we call Disney Streaming.

Disney Streaming Technology LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

Jobcode: Reference SBJ-gq9zom-13-59-122-162-42 in your application.