Technical Support Analyst

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  
• 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.  

Whats in it for you?

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.

How we work

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role.
Our employees are empowered to stretch the boundaries of what’s achievable, always reaching further and pushing the edges to see what gives. We collaborate, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.
Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.