Premier Services VTC Specialist

Job ID 10136775 Location Burbank, California, United States / Lake Buena Vista, Florida, United States Business ESPN Date posted Nov. 14, 2025

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Job Summary:

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 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.

WHAT YOU’LL DO

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, isolate 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.

REQUIRED QUALIFICATIONS & SKILLS

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.

PREFERRED QUALIFICATIONS

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)

EDUCATION

Bachelor's degree in Computer Science, Engineering, AV Technology—or equivalent hands-on experience with relevant technical certifications.

The hiring range for this position in Burbank, CA is $106,900 to $143,300 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. 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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About ESPN:

Working at ESPN is unlike anything else. That’s because we’re always finding new ways to interact with fans – however and wherever they connect with sports. Every day we’re doing things that no one has done, all in a dynamic culture where we defy odds and continuously outdo ourselves. When you have the latest technology, game-changing ideas and world-class talent on your team, every day is extraordinary.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with ESPN, Inc, which is part of a business we call ESPN.

ESPN, Inc is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

Where Does Your Story Begin?

Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.
Be Part of the Story

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The Next Chapter

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Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.