Sr Technical Support Engineer
Burbank, CA

Job Description

Job Description

Marvel Studios has created one of the most powerful brands by bringing memorable, life-changing storytelling to the world through incredible characters like Iron Man, Thor, Black Panther, and Captain America. The Marvel Cinematic Universe multi-film franchises have redefined the genre in building a universe filled with creativity, innovation and collaboration. At Marvel Studios, you will be part of a team that helps propel our legacy into the future with a vision as far-reaching as our stories.

As part of the Marvel Studios Technology team you'll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We're looking for a passionate individual who will provide front-line end-user support for Marvel Studios Motion Pictures as a part of the Technical Services and Support (TSaS) team for the Walt Disney Studios. You are a seasoned and experienced professional, preferably from a technical support environment associated with production or post production, able to comfortably oversee highly complex and high-end technical support teams. You're able to multitask in a highly complex, diverse, production environment; able to quickly prioritize decisions given incomplete and conflicting knowledge. You are self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production. You have strong analytical problem-solving skills; someone who is a team-building leader with good interpersonal, verbal and relationship building skills.

The TSaS team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process. This position works to addresses a specialized competency vital to achieving this support effort by:

* Providing exceptional technical support for our internal applications/systems, implementing company technology initiatives, supporting special events like movie premiers, and working with clients to identify how technology can assist or improve their productivity.
* Acting as the clients advocate and acting as their voice when speaking to the various technology teams involved in support of Marvel Studios
* Ensuring all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution. TSaS is the tip of the spear when it comes to client engagement.
* Providing 24x7, global support to those specialized business and production functions that directly support various show-critical production operations.

Job Type

Full Time

Segment

Studio Entertainment

Category

Technology

Basic Qualifications

What's Your Story?

* Forward Thinking
* Charismatic Personality
* Previous experience overseeing exec support or production environment
* Experience with documenting workflows and runbooks
* Understanding of virtual environments (building, supporting, maintaining)
* Superior customer service focus as well as strong written and verbal communication skills.
* 6+ years' experience supporting users on Macintosh OS X and higher; Strong Mac skills
* 6+ years' experience supporting users in a Microsoft Windows 10+ environment
* Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat
* Basic networking, LAN / WAN skills
* Problem solving/decision making skills including conflict and first call resolution.
* Ability to lift 35-60 lbs, primarily computer equipment from floor to desk.
* Knowledge of AD and Exchange management
* Familiarity with security protocols and practices
* Prior experience in a studio production environment strongly preferred.
* Knowledge of SQL, FileMaker Pro, and other database tools
* Knowledge of basic command line tools (SSH, scp, rsync, etc)
* Undergraduate degree or equivalent work experience.
* 5-10 years' experience in providing IT support to executives and/or production environments.

Business

Marvel Studios

Required Education

* Undergraduate degree or equivalent work experience.

Postal Code

91521

Responsibilities

What you will do:

* Serve as an escalation point for the TsaS team in troubleshooting technical issues.
* Knowledge of common script languages and the ability to write/read scripts to solve issues as they arise. (Bash, Python, Etc)
* SME for Technical Services provided to Studio encompassing intimate knowledge of various groups as well as an understanding of applications used and specialized workflows.
* Assist in defining and documenting processes related to supporting the studio.
* Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment.
* Work with other Segments and Departments to drive Marvel Studios initiatives.
* Respond to user requests for hardware and software issues
* Route requests to appropriate teams or escalate to teams when required
* Communicate with users and senior management the status of issues
* Provide technical guidance to users across studio on new workflows or optimizing old ones
* Perform hands-on repair of equipment and maintenance/installation of infrastructure
* Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc.
* Act as SME for assigned internal applications and workflows
* Oversee small to medium projects, providing status updates to upper management. Driving timely results
* Implement continuous improvement methodology through the use of IT systems or procedure
* Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff
* Ability to learn new technologies quickly and with minimal guidance
* Thrives on technical challenges and takes pride in solving them
* Strategic thinking both technically and business-wise
* Excellent interpersonal and communication skills

Job Description

Marvel Studios has created one of the most powerful brands by bringing memorable, life-changing storytelling to the world through incredible characters like Iron Man, Thor, Black Panther, and Captain America. The Marvel Cinematic Universe multi-film franchises have redefined the genre in building a universe filled with creativity, innovation and collaboration. At Marvel Studios, you will be part of a team that helps propel our legacy into the future with a vision as far-reaching as our stories.

As part of the Marvel Studios Technology team you'll be joining a group of seasoned, dedicated technologists solving a range of interesting problems in innovative ways in an exciting and dynamic environment. We're looking for a passionate individual who will provide front-line end-user support for Marvel Studios Motion Pictures as a part of the Technical Services and Support (TSaS) team for the Walt Disney Studios. You are a seasoned and experienced professional, preferably from a technical support environment associated with production or post production, able to comfortably oversee highly complex and high-end technical support teams. You're able to multitask in a highly complex, diverse, production environment; able to quickly prioritize decisions given incomplete and conflicting knowledge. You are self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production. You have strong analytical problem-solving skills; someone who is a team-building leader with good interpersonal, verbal and relationship building skills.

The TSaS team works directly with the engineering and architecture teams to design, build, implement and support critical Production Systems and Applications. These systems and applications directly impact WDS ability to deliver the high-quality products through all stages of the movie making process. This position works to addresses a specialized competency vital to achieving this support effort by:

* Providing exceptional technical support for our internal applications/systems, implementing company technology initiatives, supporting special events like movie premiers, and working with clients to identify how technology can assist or improve their productivity.
* Acting as the clients advocate and acting as their voice when speaking to the various technology teams involved in support of Marvel Studios
* Ensuring all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution. TSaS is the tip of the spear when it comes to client engagement.
* Providing 24x7, global support to those specialized business and production functions that directly support various show-critical production operations.

Basic Qualifications

What's Your Story?

* Forward Thinking
* Charismatic Personality
* Previous experience overseeing exec support or production environment
* Experience with documenting workflows and runbooks
* Understanding of virtual environments (building, supporting, maintaining)
* Superior customer service focus as well as strong written and verbal communication skills.
* 6+ years' experience supporting users on Macintosh OS X and higher; Strong Mac skills
* 6+ years' experience supporting users in a Microsoft Windows 10+ environment
* Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat
* Basic networking, LAN / WAN skills
* Problem solving/decision making skills including conflict and first call resolution.
* Ability to lift 35-60 lbs, primarily computer equipment from floor to desk.
* Knowledge of AD and Exchange management
* Familiarity with security protocols and practices
* Prior experience in a studio production environment strongly preferred.
* Knowledge of SQL, FileMaker Pro, and other database tools
* Knowledge of basic command line tools (SSH, scp, rsync, etc)
* Undergraduate degree or equivalent work experience.
* 5-10 years' experience in providing IT support to executives and/or production environments.

Required Education

* Undergraduate degree or equivalent work experience.

Responsibilities

What you will do:

* Serve as an escalation point for the TsaS team in troubleshooting technical issues.
* Knowledge of common script languages and the ability to write/read scripts to solve issues as they arise. (Bash, Python, Etc)
* SME for Technical Services provided to Studio encompassing intimate knowledge of various groups as well as an understanding of applications used and specialized workflows.
* Assist in defining and documenting processes related to supporting the studio.
* Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment.
* Work with other Segments and Departments to drive Marvel Studios initiatives.
* Respond to user requests for hardware and software issues
* Route requests to appropriate teams or escalate to teams when required
* Communicate with users and senior management the status of issues
* Provide technical guidance to users across studio on new workflows or optimizing old ones
* Perform hands-on repair of equipment and maintenance/installation of infrastructure
* Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc.
* Act as SME for assigned internal applications and workflows
* Oversee small to medium projects, providing status updates to upper management. Driving timely results
* Implement continuous improvement methodology through the use of IT systems or procedure
* Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff
* Ability to learn new technologies quickly and with minimal guidance
* Thrives on technical challenges and takes pride in solving them
* Strategic thinking both technically and business-wise
* Excellent interpersonal and communication skills