Premier Services VTC Analyst

DEPARTMENT DESCRIPTION 

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 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. 

WHAT YOU’LL DO 

• 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.

REQUIRED QUALIFICATIONS & SKILLS 

• 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.  

PREFERRED QUALIFICATIONS 

• 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. 

• 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) 

EDUCATION 

• Bachelor's degree in Computer Science, Engineering, AV/Video Production, or related technical field—or equivalent hands-on experience with relevant certifications