Hybrid SportzCast Technical Support Analyst en Genius sports

A bit about us

Do you want to join one of the world’s fastest growing sports technology companies?
Genius Sports is at the epicentre of the global network connecting sports, brands and fans through official live data. Our mission is simple. We champion a more sustainable sports data ecosystem that benefits all parties.
We’re looking for enthusiastic and ambitious people to join our talented team.
If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. 
We put trust in our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA and NCAA choose to work with Genius Sports.

The Role  

As a Support and Onboarding officer for our Sportzcast team, you will be required to be part of a helpdesk operation supporting technical systems for various sports teams, leagues and federations, and customers across the world. This role will be part of a team of technical analysts who provide installation and ongoing support to the customers, teams or league personnel. You will have technical support expertise, a customer service mentality, enjoy operating in a fast-paced environment, and be willing to be hands-on helping customers as well as the other support team members.  

This is an excellent opportunity for someone with a passion for sports and looking to progress in their career in IT.  

MAIN RESPONSIBILITIES 

• Assist remotely with site surveys and installations including hardware/software operational set up.  
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.  
• Ensure all issues are logged, tracked, and resolved using the applicable help desk application.  
• Document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.  
• Use diagnostic utilities in troubleshooting and test fixes to ensure permanent resolution.  
• Perform post-resolution follow-ups as needed.  
• Help develop checklists, installation guides, and other processes to assist customers and the help desk operation as applicable.  
• Escalate issues as appropriate and work with the development team to address issues.   
• Assist with process or product improvements by evaluating and recommending changes.  
• Adhere to help desk metrics ensuring that SLAs are met.  
• Perform occasional shipping and receiving of products to customers.  
• Other tasks as directed by line manager.  

REQUIRED SKILLS 

• Previous technical helpdesk experience working with hardware components is a necessity.  
• Understanding of IT network topology including TCP/IP, subnetting, firewalls and routers  
  
• Knowledge and management of Powershell - Command Line commands
• Knowledge of OSI Model
• Comprehension of Binary and ASCII data formats 
• Good internet investigation skills 
• High comfort level working in a diverse environment.
• High level of time management skills, organizing capabilities 
• Analytical thinker with great problem-solving skills 
• An energetic, supportive, and collaborative team player 
• Comfortable with meeting the challenges of tight deadlines and prioritizing workload 
• Excellent communication skills (both written and verbal) 
• Willingness to work in shifts, with availability to work during evenings, weekends and holidays. 
• Occasional travel may be required. 

DESIRABLE SKILLS  

• Prior experience or training with circuit boards, troubleshooting or repairing.  
• Basic understanding of electronic devices and manipulation/configuration of electronic components.  
• Experience with Atlassian tools for support (Confluence, Jira)  
• Working knowledge of Office 365 
• Experience using a ticket logging system. 

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