Technical Support Analyst I Disney Entertainment ESPN
Overview
Disney Entertainment and ESPN Product & Technology seeks a Technical Support Analyst I to lead incident intake and Tier one support for global media platforms. This role drives service availability across streaming workflows and broadcast systems. The ideal candidate thrives in fast paced environment and brings strong technical acumen.
What You'll Do10
- 1Serve as main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls chat or monitoring
- 2Analyze incidents thoroughly to understand their scope and impact work tickets triage and/or escalate as necessary
- 3Collaborate with technical support teams engineering and media specialists to ensure quick resolution
- 4Operate within ServiceNow Jira Confluence and PagerDuty environments ensuring procedures around tracking and reporting issues are followed
- 5Participate actively in incident management processes documenting and tracking incidents throughout their lifecycle
- 6Document solutions best practices and troubleshooting procedures to contribute to knowledge base
- 7Monitor various service health platforms and stakeholder communication platforms like Teams Datadog BigPanda email etc
- 8Proactively identify and address potential issues or performance bottlenecks
- 9Provide Tier one troubleshooting support resolving standard issues and fulfilling requests by following documented procedures
- 10Escalate beyond scope swiftly maintaining high service availability and minimal disruptions
Requirements10
- 1Basic qualifications knowledge of ITSM tools such as ServiceNow PagerDuty and JIRA
- 2Hands on experience fulfilling user service requests and troubleshooting front line technical issues
- 3Ability to work well under pressure managing priorities with urgent deliverables
- 4Strong communication and interpersonal skills for effective stakeholder and peer interaction
- 5Preferred experience in 24x7 IT call center or helpdesk roles
- 6ITIL v3 or ITIL v4 Foundation Certification
- 7Familiarity with observability tools such as Datadog BigPanda Conviva Grafana Splunk
- 8Knowledge of streaming media workflows broadcast systems and IT infrastructure
- 9Familiarity with major incident management problem management change management processes
- 10Bachelor’s degree in computer science information technology or related field
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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