Production Support Analyst

STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally, with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India. We are seeking a Production Support Analyst to join our solutions team supporting our global Media & Entertainment client in Sydney, Australia. This project focuses on delivering high-touch, on-site technical support for production environments, ensuring seamless operations across a wide range of devices and platforms. The ideal resource on our project will be a proactive problem solver with a strong background in end-user support, network troubleshooting, and AV technologies. You will support productions in various environments, and must be willing and flexible to support teams in different locations. This will be a hybrid onsite job with work conducted with a collaborative global team supporting various productions. You\'ll have excellent customer service skills and be a hands-on support tech willing to roll up your sleeves to get the job done. You thrive with a quality job well done, and yearn to add value by ensuring those around you can operate to their fullest capacity.

• The Production Support Analyst will be located in Sydney Australia and serve on our team supporting TV and content production.
• The Analyst will handle day-to-day fulfillment of computer and mobile device-related questions and incident-solving.
• The analyst will be the liaison between users, studio services and all support entities internally and external. Specific responsibilities may include, but not limited to, providing technical assistance, guidance, and troubleshooting, as well as on-the-spot training to end users.
• Triage network issues and configuration requirements in partnership with network provider.
• Onsite solutions provider around all technology needs in partnership with supporting enterprise teams.
• Provide end-user workplace support, including issue resolution, upgrades/patches, new software installations, and general Q\&A across PC, Macs, Smartphones, Tablets, and Peripherals in the production environment.
• Escalate high-priority and complex issues exceeding a timeframe of 1 hour of diagnosis time and 1 hour of troubleshooting; escalate to Technical Lead and management while acting as a liaison between the client and Subject Matter Expert until the ticket is closed.
• Install new workplace devices for end users, including PC, Macs, Peripherals, smartphones, tablets, etc.
• Assist with troubleshooting by partnering with other Technology teams across the organization (Business Technology, Infrastructure, etc.).
• Onsite support for video conferencing equipment as local smart hands to remote VNOC team.
• Review requests to route/engage appropriate areas of expertise such as network service team, studio ops, AV.
• Take ownership of production incidents from technical support expertise and collaborate with others on remediation.
• Communicate network/services issues with facilities and network team.

• Production, News, and Entertainment industry experience preferred.
• 4+ years of IT support
• 3+ years of experience providing direct end-user support in an Apple and Windows environment.
• 3+ years Expertise in network configuration and support
• Ability to work flexible hours followed to the production schedule
• Must be available to work on weekends if required
• Experience with DS (digital signage) players (Appspace, Scala).
• Experience with (MS Teams, Zoom, Amazon Chime, Bluejeans, Google Meets).
• 4+ years of On-Site or Internal Support experience.
• 4+ years of Team Leader experience.
• 4+ years of DSP (digital signal) programming (Biamp, QSC).
• Experience with MS Front Row or Cisco Telepresence.

• IT support experience preferably in media, news, or entertainment production environments.
• Integrity: Do the right thing and treat people right
• Creativity: The environment and resources to dream new dreams
• Teamwork: We\'re smarter and more dynamic together
• Pioneering Spirit: The drive to invent the future
• Ownership: Act like an owner, not a renter
• Project management skills and experience are a plus
• Organized, punctual, self-motivated and detail-oriented
• Strong organizational skills
• Customer-focused, results-oriented, and accountable
• Strong oral and written communication skills
• Professional attitude
• Certifications such as: CTS (Certified Technology Specialist), Crestron Core Track, Dante Level 1, and Digital Media Certificates are highly desirable.
• Project management experience is a plus.

STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees. Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY.

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• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Production
• Industries: IT Services and IT Consulting and Entertainment Providers