Enterprise Technology Telecom Operations is seeking an individual capable of identifying, assessing, and communicating operational system irregularities and deviations from standard processes. The ideal candidate will demonstrate initiative, follow-through, and ownership to engage the appropriate stakeholders, prioritize, and convey the level of importance accurately.

This is a Tier 1 Help Desk position where the Telecom Services Associate provides technical support via telephone and email to resolve, process, and escalate telecom issues for Guests and Cast Members. The position includes providing technical, administrative, and research support for Disney Enterprise Telecom Operations, encompassing Mobility Services, Cable TV, Office Machine Services, Construction Services, and Video Technologies. The successful candidate will be able to identify, understand, and communicate client needs and requirements for projects and Walt Disney World Events.

This role is on-site and will report to the Telecom Operations Manager.

What You Will Do

Provide 24x7x365 technical support via telephone and email for processing and escalating Wi-Fi/Internet and Telecom issues for Guests and Cast in a dynamic Help Desk environment.

Address break-fix incidents related to phones, Wi-Fi, printers, cable, gateways/routers, and security cameras.

Utilize system capabilities to remotely troubleshoot APs

Identify offline ONTs and establish connection on ports

Conduct technical troubleshooting using various system applications

Support, monitor, perform, and communicate timely health checks on our networks

Initiate and manage Telecom Outage protocols during unscheduled network downtimes

Manage cellular & radio repair requests and new orders

Process Work Being Performed and Gate access requests for vendors

Generate multiple operational reports concerning call metrics, telephony, and Wi-Fi

Review, evaluate, and assign break/fix INC requests

ServiceNow dashboard management

Basic Qualifications

3+ years’ experience in customer service

Familiarity with telecommunication services

Strong technical acumen

Excellent problem-solving skills

General understanding of Wi-Fi networks, DOCSIS, and GPON fiber

Ability to quickly adapt to changes in business needs, work independently, take ownership, and thrive in a flexible team environment

Proven organizational skills in data collection, documentation, and prioritization

Role can be 2nd, or 3rd shift based on schedule needs.  Willingness to work flexible hours, including weekends, nights, and holidays

Preferred Qualifications

Familiarity with Aruba Airwave and Calix Management System

Knowledge of Avaya phone systems and familiarity with VoIP

Experience with ServiceNow ticket processes

Required Education

High School Diploma or GED

Preferred Education

Associate's degree, Bachelor’s degree or equivalent work experience.