Job Posting Title:Telecom Services AssociateReq ID:10121405Job Description: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 DoProvide 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 APsIdentify offline ONTs and establish connection on portsConduct technical troubleshooting using various system applicationsSupport, monitor, perform, and communicate timely health checks on our networksInitiate and manage Telecom Outage protocols during unscheduled network downtimesManage cellular & radio repair requests and new ordersProcess Work Being Performed and Gate access requests for vendorsGenerate multiple operational reports concerning call metrics, telephony, and Wi-FiReview, evaluate, and assign break/fix INC requestsServiceNow dashboard managementBasic Qualifications3+ years' experience in customer serviceFamiliarity with telecommunication servicesStrong technical acumenExcellent problem-solving skillsGeneral understanding of Wi-Fi networks, DOCSIS, and GPON fiberAbility to quickly adapt to changes in business needs, work independently, take ownership, and thrive in a flexible team environmentProven organizational skills in data collection, documentation, and prioritizationRole can be 2nd, or 3rd shift based on schedule needs. Willingness to work flexible hours, including weekends, nights, and holidaysPreferred QualificationsFamiliarity with Aruba Airwave and Calix Management SystemKnowledge of Avaya phone systems and familiarity with VoIPExperience with ServiceNow ticket processesRequired EducationHigh School Diploma or GEDPreferred EducationAssociate's degree, Bachelor's degree or equivalent work experience.Job Posting Segment:Other OpsJob Posting Primary Business:Telecom Svcs (WDW)Primary Job Posting Category:Telecom ServicesEmployment Type:Full timePrimary City, State, Region, Postal Code:Lake Buena Vista, FL, USAAlternate City, State, Region, Postal Code:Date Posted:2025-05-20
