Remote Technical Support Specialist

Summary

Join Genius Sports, one of the world's fastest growing sports technology companies, as a Support and Onboarding Officer for our Sportzcast team. You will be part of a helpdesk operation supporting technical systems for various sports teams, leagues and federations, and customers across the world.

Requirements

• 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

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

Benefits

• Health insurance
• Skills training