Hybrid VTC Analyst

at The Walt Disney Company

• Job title: VTC Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $97,500 - $143,200 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Android, Azure, Citrix, Cloud, iOS, Jamf, JavaScript, MacOS, ServiceNow, VoIP
• Location requirements: Hybrid, Burbank, United States

About the role

• Premier Services VTC Analyst at Disney providing VIP technology support for modern AV and collaboration ecosystems across multiple offices and events.

Responsibilities

• 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 of 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

Requirements

• 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
• Experience supporting live events and executive/VIP meetings (preferred)
• Familiarity with LLM or Generative AI tools that enhance productivity or automate workflows (preferred)
• Experience with ServiceNow or similar ITIL-based ticketing systems (preferred)
• Exposure to Teams Admin Center, Cisco Control Hub, Pexip, Vyopta, or Appspace (preferred)
• Experience with Crestron programming, Dante audio, Sennheiser audio systems, and digital audio mixing boards (preferred)
• *nix operating system administration skills/experience (preferred)
• HTML, CSS, and JavaScript literacy (preferred)
• 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) (preferred)

Benefits

• A bonus and/or long-term incentive units may be provided
• Full range of medical, financial, and/or other benefits