Sr. IT Service Technician

THE COMPANY

Welcome to the future of entertainment. At Cosm, we’re redefining the way the world experiences content through pioneered technology that expands the realm of what’s possible. Our immersive venues bridge the virtual and physical worlds, connecting people and bringing them together in, what we call, Shared Reality. After all, innovation is in our DNA. We have a 75-year history of building the best technology in the world, including both the displays and structures as well as the software and content. From sports and entertainment to immersive art and education, we’re providing sensorial experiences for every type of fan. As we continue to expand, bringing Cosm to new cities and countries, our goal is to continue sparking shared passions and to provide guests across the globe with experiences they need to feel to believe.

Venue IT Team

The Venue IT team at Cosm is a brand-new support team tasked with building, maintaining, and operating its IT infrastructures. As part of this groundbreaking team, you’ll be part of a group of talented and motivated individuals that will help build systems and operations from the ground up. This is an opportunity to be on the ground floor and support building the site, team, and operations.

LOCATION: Los Angeles, CA (On-Site)

REPORTS TO: Sr. Director of Venue IT

THE POSITION

Cosm is looking for experienced IT specialists that have worked in a live entertainment or hospitality environment. We’re looking for individuals that put customers first and always strive to provide the highest level of service. The ideal candidate would be organized, motivated and proactive to ensure that venue operations are running smoothly. You’ll be part of a team that’s responsible for the maintenance, support, and operation of all the technologies that support all of the critical venue operations.

For CA-based applicants: The base salary range for this position is $80,000 - $110,000 annually

Responsibilities:

• Provide on-site 1st and 2nd tier support to all IT-related technical systems and hardware.
• Install and configure computers, telephones, and other common technology/devices for new and existing Cosm venue employees.
• Install, configure, maintain, and troubleshoot venue operational systems, hardware, and networks including but not exclusive to; Point-of-Sale, Kiosks, Ticketing Systems, Kitchen Display Systems, Wireless Connectivity, Desktops, Laptops, Networking Equipment, Media Servers, IP TV systems, A/V Systems, and/or consoles.
• Provide feedback to operational playbooks and training for other IT Service Technicians
• Interact with primary display technology (Digistar) to conduct operational and functional checks of the show system and equipment
• Read drawings, technical schematics, diagrams, and checklists
• Communicate and collaborate with internal and external partners
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made
• Respond to requests via text, email, or radio
• Work with engineers to test fixes and ensure the problem has been adequately resolved

THE PERSON

We’re looking for someone that is resourceful, passionate, and motivated. This candidate should be innovative and fast-thinking to changing requirements and quick to resolve issues. The ideal candidate should also be very detailed oriented and have rigorous attention to detail. At Cosm we embrace these qualities, as we push the boundaries in the immersive space.

Personal Characteristics:

• Problem Solver: You love a challenge and problem-solving is your major trait. Work with the tools on hand to solve unique problems in the unique space.
• Varied Skillsets: You have several different skills from different backgrounds and are able to bring them together to complement each other.
• Technical: You should have an extensive tech background and be interested in the development of new solutions and learning new IT systems.
• Passionate: You love the world of entertainment and technology. You believe in the blending of the two industries and how the two work together in creating new experiences.
• Organized: A place for everything and everything in its place You enjoy having everything clean in order to keep it running at 110%.

Qualifications:

• High school diploma or equivalency certificate. An associate's or bachelor's degree in a technical field is a plus
• Licenses/Certifications: CHTP, A+, MCP, MCSE/MCSA, Network+ or related certifications preferred
• 5+ years of experience in entertainment, production, or hospitality
• Working experience with operations of an entertainment venue, including A/V, F&B, and Ticketing
• Working experience in MacOS, iOS, Windows, and VMware environments
• Working experience with mobile device troubleshooting and support
• Working experience and administration skills with computers, computer systems, servers, networks, SaaS-based services, and other technical systems
• Familiar with IT security systems, procedures, and policies
• Self-directed and able to collaborate on a team
• Due to the high visibility of this position, excellent written, verbal, and phone communications skills. Focused on customer service,
• Strong creative and innovative problem-solving skills.

Work Environment:

• Available for overtime and weekends as the schedule varies depending on site operational needs; flexibility required.
• Must be able to work during a live production, with loud noise levels and busy environments (non-office environment)
• Ability to maneuver around an entertainment venue and walk, stand, sit, bend, stoop, squat, and stretch to fulfill tasks. Must have finger dexterity to be able to operate office equipment
• Comfortable lifting heavy objects up to 25 lbs

Cosm is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employee.