Technical Support Specialist

4 weeks ago


Orlando, Florida, United States Genius Sports Full time

We are seeking a highly skilled Technical Support Specialist to join our team at Genius Sports. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our customers, teams, and leagues around the world.

Main Responsibilities:

  • Assist remotely with site surveys and installations, including hardware and software setup.
  • 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 our help desk application.
  • Document the help desk request problem-solving process, including 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.
  • Evaluate and recommend changes to improve processes or products.
  • Meet help desk metrics to ensure SLAs are met.
  • Perform occasional shipping and receiving of products to customers.

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.
  • Energetic, supportive, and collaborative team player.
  • Comfortable with meeting 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.

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.

What We Offer:

We offer a competitive salary and annual leave allowance, as well as health insurance, skills training, and more, depending on the location. We also offer a host of softer benefits, including social events throughout the year, team building activities, sports tournaments, charity days, and wellbeing activities.

How We Work:

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.



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