Tech Ops - IT Analyst

Job title: Tech Ops – IT Analyst / Los Angeles, California

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A brief summary

As a key member of the Gravity Media production team, the Tech Ops – IT Analyst role supports our broadcast, systems and networking engineering teams (among others) through hands-on deployment troubleshooting, and maintenance of network equipment, IT systems, IPTV networks, and broadcast production technology.

This role includes on-site support for both regional and global events, with travel (domestic and international) required for roadshows—sometimes up to four weeks at a time. Candidates should have previous experience in and be comfortable working in high-intensity, live production environments.

The ideal candidate is a strong problem-solver who enjoys working in fast-paced environments, provides excellent customer support, and follows structured Problem and Change Management processes to maintain reliable systems and infrastructure.

What you’ll be responsible for

• Deliver high quality, hands-on support diagnosing,troubleshooting and resolving issues successfully, evaluating log, alarms or data to determinethe health of systems and hardware.
• Execute triage and escalation procedures during live shows, including paging appropriate teams and documenting outcomes for post-event review.
• Understand and execute change management activities in a high-availability environment, including assessing the impact of changes before implementation.

• Participate with partner teams and vendors on continuous improvement projects, defining requirements and managing execution to deliver operational excellence and value.
• Effectively manage and oversee IT asset inventories.
• Deploy and modify PC images built by Systems Engineering and deploy and modify network hardware per Network Engineering direction.
• Provide post-event summaries of on-site changes, image updates, or unresolved issues to engineering teams for continuous improvement.
• Continuously expand skills, learning the latest technologies and maintaining knowledge of IT policies to provide technically accurate solutions.
• Update and maintain documentation and incident report tracking.
• Foster positive, healthy, and enthusiastic relationships with various customers, manage their expectations, and communicate status regularly with customer contacts.
• Perform on-site technical QC prior to and during shows, including verification of peripherals, software versions, image integrity, game server connectivity, audio routing, and real-time troubleshooting of hardware or signal issues.
• Prepare road show kits, including monitors, cables, and supporting hardware.
• Coordinate with the Competitive Operations Team as a technical consultant on stage PC issues.
• Operate and maintain pre-built scripts/applications for use in live show events.
• Other job-related duties as assigned.

This role is for you if

BASIC QUALIFICATIONS

• High school or equivalent diploma
• 1-2 years of corporate setting Windows, Mac or Linux Operating systems support experience
• 1-2 years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
• 1-2 years of troubleshooting in a multi-user high availability environment experience
• 1-2 years of PC repair, troubleshooting, deployment experience
• Experience in customer-facing roles
• Comfortable with PC imaging and software FOG
• Comfortable with network deployment/configuration software (Meraki Dashboard, Datadog, Netbox)
• Structured cabling experience working with copper and fiber
• Can travel to local and global sites up to 50% of the time
• Ability to interface professionally with customer executives and employees.
• Ability to see problems through to resolution and communicate progress and results to customers.
• High degree of autonomy and ability to self-manage is required.
• Physically capable of picking up and moving computer/broadcast/network hardware (~15-20kgs / 30-45 pounds)

PREFERRED QUALIFICATIONS

• Bachelor's degree
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• 1+ years of scripting language, or 6+ months of system administration experience
• Experience supporting IT, broadcast production, or Audio-Visual systems at live events, conventions, conferences, or relevant gatherings