Experienced Full Stack Technical Specialist - Datacom for Remote Customer Support at Walt Disney World

About Us

Welcome to Walt Disney World, where magic comes alive every day. As a leader in the entertainment industry, we're always looking for talented individuals to join our team. Our Telecom Services group is responsible for designing, testing, and implementing top-notch telecommunications solutions across our properties. We're seeking a highly skilled Technical Specialist - Datacom to join our team and help us deliver exceptional customer experiences.

About the Role

We're looking for a motivated and experienced Technical Specialist - Datacom to provide remote customer support for our Telecom Services program. As a key member of our team, you'll be responsible for troubleshooting and resolving technical issues related to video servers, programming, and interactive hardware installations. Your strong technical expertise and excellent communication skills will enable you to provide top-notch support to our clients and ensure seamless execution of our video and interactive solutions.

Key Responsibilities

• Provide field support and maintenance for video servers and programming, video or interactive hardware installations, and stock.
• Offer involved support for interactive installations, server upgrades, video installations, crisis maintenance, and blackout resolution.
• Provide local support to clients and ensure functional support of the experience environment to maintain SLAs and Disney standards.
• Prepare and present metrics on uptime, usage, trends, and opportunities.
• Ensure telecom network maintains software and security funds.
• Manage substitution and backup parts for all installations.
• Offer level 2 support to emergency break/fix of any Telecom services devices through Assistance NOW.
• Responsible for maintaining and supporting Video Head End IP, RF QAM, and transcoding video.
• Collaborate with Resort Designing Group, FAM, OSI, and WDI.
• Assist on programming patches and updates.
• Provide oversight of local delivery of consumables by vendors.
• Collaborate with other DPEP groups and service providers to deliver effective technical solutions.
• Oversight of the device refresh and recycling programs.
• Conduct in-depth investigations with field specialists.
• Manage vendor relationships.

Requirements

To be successful in this role, you'll need:

Essential Qualifications

• 3+ years in the AV/Technology Industry.
• 3+ years network switching and routing experience.
• Strong knowledge of Microsoft Office, SAP Workplace, and Assistance NOW.
• Strong understanding of various video and audio merchant applications (Sonify, QSC, Crestron, IOT, Synamedia, Genetec, SevOne, Forward Organizations, Splunk, Zabbix, Infoblox, etc.).
• Strong understanding and experience in commercial video distribution support, sustainment, and execution.
• Proven ability to manage escalations and blackouts.
• Strong knowledge of network security principles and industry best practices.
• Knowledge of investigation and reporting tools like Scene, Power BI.
• Shown strong organizational and time management abilities.
• Ability to meet designated deadlines and manage competing needs.
• Shown strong written and verbal communication skills.
• Willingness to learn new software applications.
• Ability to work on Saturday or Sunday as well as nighttime as required by client and business needs.
• Self-motivated and inspired.
• Proven ability to manage escalations and blackouts.
• Moderate experience in network switching and routing.
• Interest in, and knowledge of, interactive and video systems and solutions.
• Demonstrated success working with a range of partners.

Preferred Qualifications

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

Education

We're looking for candidates with a Bachelor's Degree in Computer Science, Video Technology, Data Systems, Engineering, Mathematics, Data Analysis, or other related scientific or technical discipline. Alternatively, relevant certifications or comparable work experience will be considered.

Licenses/Training

Vendor-related certifications and training (QSC, Synamedia, Cisco, etc.) are a plus.

Job Benefits

We offer a range of benefits to support your career growth and well-being, including:

• Remote Work Flexibility: As a remote worker, you'll enjoy the flexibility of working from your preferred location, eliminating the need for daily commutes and allowing you to create a comfortable workspace.
• Balance between fun and serious activities: Remote work often provides better balance between fun and serious activities as it allows you to plan your work around your own life and responsibilities.
• Competitive Compensation: Many organizations offer competitive pay rates for senior-level positions, which can vary widely depending on the industry and company size.
• Medical Benefits: You may be eligible for health insurance, dental coverage, and other medical benefits as part of your compensation package.
• Retirement Plans: Many businesses offer retirement savings plans, such as a 401(k), with employer matching or contributions.
• Paid Time Off (PTO): This typically includes vacation days, holidays, and sick leave, which can vary from one organization to another.
• Professional Development: Some organizations invest in their employees' professional growth by offering training, workshops, or tuition reimbursement.
• Investment Opportunities or Equity: In specific industries or startups, you may be offered investment opportunities or equity in the company.
• Performance-Based Rewards: Depending on your role and company performance, you may be eligible for performance-based rewards or incentives.
• Remote Work Equipment: Some employers provide the necessary equipment (e.g., computer, internet connection, ergonomic chair) to ensure you have a functional workspace setup.
• Flexible Hours: Depending on the organization's policies, you may have the flexibility to set your own working hours reasonably.
• Employee Assistance Programs (EAPs): EAPs can offer confidential counseling and support services to employees and their families for personal and professional issues.
• Employee Discounts: Some organizations offer discounts on their products or services to their employees.
• Employee Benefits: Although you're working remotely, some organizations still provide local benefits like public transportation or parking sponsorships.
• Wellness Programs: Wellness programs can include gym memberships, fitness classes, or health challenges to promote employee well-being.
• Remote Team Building: Organizations may organize virtual team-building activities or provide tools to help remote employees stay connected and engaged with their colleagues.

Conclusion

If you're a motivated and experienced Technical Specialist - Datacom looking for a new challenge, we encourage you to apply for this exciting role. As a member of our Telecom Services team, you'll have the opportunity to work on cutting-edge projects, collaborate with a talented team, and contribute to the delivery of exceptional customer experiences. Don't miss out on this chance to join the Walt Disney World team and start your future today!

Apply Now

Don't wait – apply for this role today and take the first step towards an exciting career with Walt Disney World. Click the link below to submit your application.