Job Overview This role involves providing technical support and onboarding services for various sports teams, leagues, and customers worldwide. Responsibilities 1. Assist with site surveys and installations, including hardware/software operational setup. 2. Provide technical assistance and support for incoming queries related to computer systems, software, and hardware. 3. Ensure all issues are logged, tracked, and resolved using the applicable help desk application. 4. Document the help desk request problem-solving process, including decisions made and actions taken, through to final resolution. 5. Use diagnostic utilities for troubleshooting and testing fixes to ensure permanent resolution. 6. Perform post-resolution follow-ups as needed. 7. Help develop checklists, installation guides, and other processes to assist customers and the help desk operation. 8. Escalate issues appropriately and work with the development team to address them. 9. Assist with process or product improvements by evaluating and recommending changes. 10. Adhere to help desk metrics ensuring SLAs are met. 11. Perform occasional shipping and receiving of products to customers. Required Skills and Qualifications - Previous technical helpdesk experience working with hardware components. - 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. - Strong time management and organizational skills. - Analytical thinker with problem-solving skills. - Energetic, supportive, and collaborative team player. - Comfortable with meeting tight deadlines and prioritizing workload. - Excellent written and verbal communication skills. - Willingness to work in shifts, including evenings, weekends, and holidays. Benefits Alongside a competitive salary, our benefits include health insurance, skills training, and more. We also offer social events, team-building activities, sports tournaments, charity days, and wellbeing activities. How We Work We adopt a flexible 'Ways of Working' framework, allowing for remote work and flexible arrangements. Details may vary by team and location, so please inquire about specifics for this role.