Digital Support Engineer (ABC News)

工作 ID 10131929 地點纽约, 纽约州, 美國 有意工作的公司 ABC News 日期已公佈 Sep. 15, 2025

申請

工作概要:

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.

申請

關於ABC News:

Disney Entertainment Television 集團為公司的串流平台及其有線和廣播網絡創造原創的娛樂和新聞內容。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 American Broadcasting Companies, Inc.，其所屬的業務部門是 ABC News。

American Broadcasting Companies, Inc. 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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