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Technical Specialist - Telecom

Job ID 10109324 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort Date posted Jan. 14, 2025
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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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About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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 Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Walt Disney World Resort.

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Hiring Process

  • Where Does Your Story Begin?

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  • Be Part of the Story

    There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

  • The Next Chapter

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Explore this Location Lake Buena Vista, FL

Lake Buena Vista is home to the Disney Springs retail, dining and entertainment complex, Disney’s Typhoon Lagoon Water Park, Disney’s Lake Buena Vista Golf Course and several resort hotels are located with the City limits.

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