Support Technician

Summary

Join our team as a Remote Support Operator, playing a key part in delivering Video Replay systems for injury review, judicial, officiating and analyst users in elite Rugby competitions during Game Weekends. Based remotely or at Hawk-Eye’s Head Office in Basingstoke, you'll play a crucial role in the setup and delivery of cutting-edge technology, liaising with Hawk-Eye colleagues and external stakeholders. The role involves a minimum of 600 hours per annum, mostly during peak months (September-June), typically working two shifts (around 16 hours) across Friday/Saturday/Sunday. Annual salary is £10,080. In-person training may be required. The role offers opportunities to expand outside peak season.

Requirements

• Experience of live IT support processes, including raising, prioritising and resolving tickets in a timely fashion, using technical resources to resolve issues live and escalating appropriately
• Experience with hands-on support of software troubleshooting processes via remote desktop software
• The ability to manage multiple tasks during busy periods
• Excellent communication skills (English)
• Process-driven, thorough approach to tasks
• Candidate must be available to work on Friday afternoon/evening, Saturday and Sunday during the majority of weekends from September to June

Responsibilities

• Remote setup and monitoring of Hawk-Eye Video Replay Systems on Rugby Match Days
• Collaborating with onsite Hawk-Eye staff, venue staff and broadcast teams to ensure each system is set up appropriately pre-match
• Investigating/Troubleshooting hardware and software issues as technical support for the on-site users or technicians
• Logging issues and raising tickets as part of a thorough operational reporting process

Preferred Qualifications

Basic knowledge of small-scale LAN network infrastructure and network hardware troubleshooting experience (including fibre) is desirable

Benefits

• A company laptop is provided, and an additional monitor will be offered for the role
• Opportunity to expand role outside peak season to include additional shifts, and on-site support or other remote support events