Digital Support Engineer (ABC News)

Job ID 10131929 Location New York, New York, United States Business ABC News Date posted Sep. 15, 2025

Apply Now

Job Summary:

The Media Engineering Support team is responsible for the sustainment and 24/7 support of the ABC News IT production environment. The Media Engineering Support Specialist is a member of the 24/7 support team and the first point of contact for ABC News users for ABC News IT systems and infrastructure. This person will be responsible for providing support, troubleshooting, resolving and escalating (as required) user requests and technical issues. These requests can come in via ServiceNow tickets, email, chat, phone calls and automated system alerts. This position is also responsible for operational tasks such as supporting cloud applications, remote troubleshooting, password resets, access requests, provisioning/de-provisioning accounts, and engaging third party partners. The Support Specialist will be expected to complete training on relevant tools and applications and comply with company security practices. In addition, they are responsible for creating and maintaining support documentation.

Responsibilities:

Has a high level of customer engagement when facilitating a request
Possesses advanced troubleshooting techniques; asks targeted questions, able to analyze the information received to determine the right path forward; follows knowledge base articles and troubleshoots completely before escalating
Understands the impact of an issue and the level of urgency needed
When an issue cannot be resolved by the team, can concisely articulate the problem and the key pieces of information to read in internal and external teams during a triage; can facilitate a triage through communication and vendor engagement
Prepares and sends out communications related to incidents and changes
Partners with the technical teams to ensure technical standards and best practices are followed in deployment of new infrastructure as needed
Partners with business users to understand their requirements to support the deployment of new infrastructure as needed
Supports and participates in network and system sustainment projects as needed including image management, vulnerability scanning, and user access management as directed by the Sustainment team lead
Partners with key vendor partners to ensure deployments and updates are aligned with vendor standards and practices

Required Qualifications:

Experience working on a technical support team or in a call center environment
Experience using a ticketing system such as ServiceNow
Fundamental knowledge in networking protocols and troubleshooting
Familiarity with distributed computing environment concepts; local and network based user and group accounts and permissions
Knowledge of best practices around data security
Experience supporting Cloud and SaaS Applications and VMware ESX / Horizon, including AWS or Azure applications
In-depth knowledge of and the ability to perform remote troubleshooting on Mac OS, Chrome OS, Windows, Linux, and various applications
Experience with live streaming, transcoding, and CDNs.
Experience with operating system imaging and deployment across a variety of operating systems at an enterprise level
Excellent interpersonal and communication skills

Preferred Qualifications:

Proven ability to work independently with minimal supervision; must be a self-motivated self-starter who can initiate ideas and take ownership of work
Ability to learn new technologies quickly and with minimal guidance
Thrives on technical challenges and takes pride in solving them
Capable of following and composing process and procedure documentation and training users in complex topics
Patience and a desire to provide excellent customer service
Networking experience preferred; Cisco certifications are a plus
Ability to understand the needs of our employees and make great judgment calls

Required Education:

Bachelor’s degree or equivalent work experience.

The hiring range for this position in [location] is $99,900 to $134,000 per year. 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.

Apply Now

About ABC News:

The Disney Entertainment Television group creates original entertainment and news content for the Company’s streaming platforms and its cable and broadcast networks.

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 American Broadcasting Companies, Inc., which is part of a business we call ABC News.

American Broadcasting Companies, 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

There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.
The Next Chapter

Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location New York, NY

With a globally recognizable skyline and 8.4 million people who call it home, New York City is bursting with diversity and excitement – from iconic attractions to hidden gems waiting to be uncovered.