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SportzCast Systems Analyst

hace 2 semanas

Medellín, Antioquia, Colombia Genius Sports A tiempo completo

About Genius Sports

We are a pioneering sports technology company that connects sports, brands and fans through official live data. Our mission is to create a more sustainable sports data ecosystem that benefits all parties.

We are seeking a highly skilled Technical Support Professional to join our talented team. As a key member of our SportzCast team, you will be responsible for providing technical support and onboarding services to our customers around the world.

The Role

As a Technical Support Professional, you will be part of a helpdesk operation supporting technical systems for various sports teams, leagues and federations. Your primary responsibilities will include:

  • Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Assisting with site surveys and installations including hardware/software operational set up
  • Ensuring all issues are logged, tracked, and resolved using the applicable help desk application
  • Documenting the help desk request problem-solving process
  • Using diagnostic utilities in troubleshooting and test fixes to ensure permanent resolution
  • Performing post-resolution follow-ups as needed
  • Helping develop checklists, installation guides, and other processes to assist customers and the help desk operation
  • Escalating issues as appropriate and working with the development team to address issues
  • Assisting with process or product improvements by evaluating and recommending changes
  • Adhering to help desk metrics ensuring that SLAs are met
  • Performing occasional shipping and receiving of products to customers

Requirements

To be successful in this role, you will need:

  • Previous technical helpdesk experience working with hardware components
  • 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

Our Culture

We have adapted a forward-thinking 'Ways of Working' framework, which sets out opportunities for Geniuses to work flexibly, remotely and on working holidays. 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, innovate and celebrate. We will continue to grow as an organisation and invest in our highly talented and diverse team of Geniuses.

We are proud to be an equal opportunities employer. We recognise 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).