Technical Support Analyst I
About The Position
Disney Entertainment and ESPN Product & Technology is seeking a Technical Support Analyst I to join their global media production and distribution systems team. This role is crucial for maintaining service availability and accurate documentation across critical business applications, streaming workflows, and satellite/broadcast systems. The Business Operations team, which this role supports, guides technology strategy, manages daily operations, and oversees project management, resource allocation, process management, technical incident management, and administrative support. The Technical Support Analyst I will focus on incident intake, Tier-1 triage, and request fulfillment. This involves serving as the first point of contact for support requests, resolving standard issues by following documented procedures, and escalating complex issues swiftly. The role requires close monitoring of active incidents and communication channels, prompt identification and raising of issues, and thorough documentation in ServiceNow and Jira. Participation in training programs to enhance technical skills is also a key aspect of the role. The ideal candidate will have a strong technical background in IT, software, or production support, with the ability to gather and analyze incident details quickly, provide Tier 1 troubleshooting, and collaborate with higher tiers for specialized expertise. Active participation in incident management to ensure comprehensive documentation and lifecycle tracking is vital for efficient issue resolution and maintaining high service availability.
Requirements
- Knowledge of ITSM tools such as ServiceNow, PagerDuty, and JIRA
- Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
- Ability to work well under pressure and manage priorities with urgent deliverables
- Strong communication and interpersonal skills for effective stakeholder and peer interaction.
- Bachelor’s degree in computer science, information technology, or related field
Nice To Haves
- 1+ years of experience in a 24x7 IT call center or helpdesk role
- ITIL v3 or ITIL v4 Foundation Certification
- Experience with observability tools such as Datadog, BigPanda, Conviva, Grafana, Splunk
- Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
- Familiarity with Major Incident Management, Problem Management, Change Management
Responsibilities
- Serve as the first point of contact for support calls, tickets, and other intake requests
- Resolve standard issues and fulfill requests by following documented procedures; escalate beyond scope swiftly
- Closely monitor active incidents
- Monitor service-health and communication channels (Datadog, BigPanda, Teams, email) and raise issues promptly
- Document incidents thoroughly in ServiceNow and Jira; maintain ticket hygiene and ensure all fields are correctly filled out
- Participate in training programs to build and enhance technical acumen
- Serve as the main point of contact for handling incidents reported by stakeholders by capturing incident details through phone calls, chat, or monitoring.
- Analyze incidents thoroughly to understand their scope and impact; work tickets, triage, and/or escalate as necessary.
- Collaborate with technical support teams, engineering, and media specialists to ensure incidents are resolved quickly.
- Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
- Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle.
- Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
- Monitor various service-health platforms and stakeholder communication platforms like Teams, Datadog, BigPanda, email, etc.
- Proactively identify and address potential issues or performance bottlenecks.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
