Premier Services VTC Analyst

The Walt Disney Company•New York, NY

12d

About The Position

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 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.

Requirements

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.
Calm, confident communicator with exceptional customer-service instincts and executive presence.
Highly organized, detail-oriented, and comfortable managing multiple priorities independently.

Nice To Haves

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)

Responsibilities

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.
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.
Work occasional overtime as needed to complete critical requests or provide continuity during coverage transitions