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Premier Services VTC Specialist
About the position
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. TEAM DESCRIPTION As a Premier Services VTC Specialist , you'll be a trusted expert and technical leader within the Premier Services Team—a specialized group known for fast response, grace under pressure, and an obsession with getting it right the first time. You'll sit at the center of the Disney collaboration ecosystem, bringing deep domain knowledge and hands-on mastery to complex AV systems while supporting VIP customers with their complete technology needs. Working closely with executives, engineers, and team members, you'll ensure strategic alignment while exercising high autonomy in troubleshooting, optimization, and implementation. You'll mentor junior technicians, drive service excellence initiatives, and serve as the escalation point for complex technical challenges. Your leadership will ensure the team operates cohesively to deliver a superior customer support experience that consistently meets or exceeds expectations as measured by customer satisfaction surveys—which you'll help create, review, and action.
Responsibilities
- Own and drive rapid, high-priority response to escalated incidents across global collaboration environments — 24/7 as needed.
- Deliver a seamless, white-glove experience across devices, offices, and events.
- Acquire , configure, and deploy connected devices, peripherals, desktop systems, and mobile devices.
- At individual and team level, document and report all work performed in the form of tickets via ITIL tools and processes.
- Collaborate closely with vendors and internal partners.
- Troubleshoot, i solate and resolve issues to minimize downtime.
- Troubleshoot complex interoperability issues across Microsoft, Cisco, and third-party ecosystems.
- Monitor performance metrics and implement proactive improvements using analytics tools.
- Provide expert, on-site meeting and event support—ensuring every presentation, broadcast, and high-profile call runs flawlessly.
- Respond rapidly to high-priority escalations and coordinate team response during critical incidents.
- Facilitate individual and team maintenance of accurate configuration, change, and asset documentation aligned with enterprise standards.
- Serve as a trusted escalation point for technical issues impacting executives or critical meetings.
- Mentor and guide junior engineers and technicians, fostering a culture of technical excellence, accountability, and customer-first service delivery.
- Flexibility & Decisiveness: Production environment requires adaptability to adjust shift plans, provide backup coverage, and make real-time decisions to ensure service continuity.
- Develop and contribute to service-excellence initiatives that enhance reliability, scalability, and customer satisfaction.
- Partner with engineering and product teams to influence technology roadmaps and future collaboration strategy.
Requirements
- Minimum of 5 years of related work experience, including supporting enterprise-scale collaboration and AV environments.
- Comprehensive understanding of AV systems and signal flow—comfortable reading schematics and diagnosing issues to component level.
- Expert-level knowledge and advanced fluency with Microsoft Teams Rooms, Teams Admin Center, MTR Pro-Management Portal, Cisco Control Hub, Pexip CVI, Vyopta , Appspace , and Crestron XIO.
- Advanced fluency with desktop systems, mobile devices, Active Directory, Cisco VOIP, JAMF, Citrix, VPN, and Microsoft 365 including hybrid integrations and security.
- Expert-level knowledge of Microsoft Teams Rooms, Cisco Control Hub, Crestron XIO, Appspace , Vyopta , and Pexip CVI – comfortable with aspects of designing, deploying, and optimizing solutions at scale.
- Comprehensive understanding of signal flow, conferencing hardware, and troubleshooting from component to cloud.
- Calm, confident communicator with exceptional customer service instincts and executive presence; able to translate complex technical issues into a clear business context.
- Highly organized, detail-oriented, and comfortable managing multiple priorities independently.
Nice-to-haves
- Experience in AV integration, live event production, and executive meeting support at scale.
- Familiarity with LLM or Generative AI tools that enhance productivity or automate workflows.
- Experience with ServiceNow or similar ITSM platforms at administrative level.
- 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.
- Trained and capable if acting as A.1, TD, Camera operation.
- Hardware & Peripherals (Expert): Laptops, desktops, mobile devices, printers, scanners, A/V equipment (DSPs, codecs, control systems), conference room.
- 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)
