VTC Analyst - Premier Services

Premier Services Vtc Analyst

This role will be fully on-site for collaboration and team work!

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we're constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

As a Premier Services VTC Analyst, you'll be a key member of the Premier Services Team—a specialized, trusted group known for fast response, grace under pressure, and an obsession with getting it right the first time. This role uniquely combines white-glove VIP concierge style technology support with deep expertise in modern AV and collaboration ecosystems.

You'll support VIP and general population of customers with their complete technology needs while specializing in video conferencing, collaboration platforms, and meeting room technologies. If you love solving problems that matter at the highest levels of an organization and thrive on variety—from troubleshooting a laptop to optimizing a boardroom AV system—this is where you belong.

What You'll Do:

• Provide rapid, priority response to issue reports via ticket, phone, chat, or in-person, etc. — 24/7 as needed.
• Deliver a seamless, white-glove experience across devices, offices, and events.
• Work occasional overtime as needed to complete critical requests or provide continuity during coverage transitions
• Acquire, configure, and deploy connected devices, and peripherals, ie. Codecs, TV, desktop and mobile devices etc.
• Document all work performed in the form of tickets via ITIL tools and processes
• Collaborate closely with vendors and internal partners.
• Troubleshoot, isolate and resolve issues to minimize downtime.
• Support and optimize Microsoft Teams Rooms, Cisco Room Systems, Crestron XIO, Appspace, Vyopta, Pexip, and other unified communication platforms.
• Provide expert on-site meetings and event support—ensuring every presentation, broadcast, and high-profile call runs flawlessly. Trained and capable if acting as A.1, TD, Camera operation
• Monitor performance metrics and implement proactive improvements, UAT, and proactive maintenance using all available tools.
• Maintain accurate configuration, change, and asset documentation aligned with enterprise standards.

Required Qualifications & Skills:

• Minimum of 3+ years of related work experience, including technical support experience in enterprise environments
• Field experience supporting executives or VIP users in a fast-paced environment
• Proven track record of delivering white-glove, concierge-level technical support
• Fluency with Windows, macOS, iOS, Android, Active Directory, Cisco VOIP, JAMF, Citrix, VPN, and Microsoft 365
• Deep knowledge of Microsoft Teams Rooms, Cisco Control Hub, Crestron XIO, Appspace, Vyopta, and Pexip CVI
• Strong grasp of signal flow, conferencing hardware, and troubleshooting from component to cloud

Preferred Qualifications:

• Experience supporting live events and executive/VIP meetings.
• Familiarity with LLM or Generative AI tools that enhance productivity or automate workflows.
• Experience with ServiceNow or similar ITIL-based ticketing systems.
• Enterprise Platforms: Active Directory, Microsoft 365, Exchange, SharePoint, OneDrive, Citrix, VPN
• Exposure to Teams Admin Center, Cisco Control Hub, Pexip, Vyopta, or Appspace.
• Experience with Crestron programming, Dante audio, Sennheiser audio systems, and digital audio mixing boards.

• *nix operating system administration skills/experience.

• HTML, CSS, and JavaScript literacy.
• Relevant advanced certifications: CTS (Certified Technology Specialist) or CTS-D/CTS-I, CCNA (Cisco Certified Network Associate) or higher, ITIL Foundation or ITIL Practitioner, Microsoft certifications (Azure, Teams, Modern Desktop Administrator), Cisco certifications (CCNP Collaboration, Webex specialist)

Required Education:

• Bachelor's degree in Computer Science, Engineering, AV/Video Production, or related technical field—or equivalent hands-on experience with relevant certifications

The hiring range for this position in New York, NY is $102,100 - $136,900 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company's powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you'll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 Disney Worldwide Services, Inc., which is part of a business we call The Walt Disney Company (Corporate).

Disney Worldwide Services, 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, visit the Disney candidate disability accommodations FAQs. 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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