A bit about us Do you want to join one of the world’s fastest-growing sports technology companies? Genius Sports is at the epicenter of the global network connecting sports, brands, and fans through official live data. Our mission is simple: we champion a more sustainable sports data ecosystem that benefits all parties. We’re looking for enthusiastic and ambitious people to join our talented team. If you see yourself becoming part of a global family building the future of sports entertainment together, then come and grow with us. We trust our people to deliver the difference for our clients around the world. It’s why many of the world’s largest leagues & federations such as the NFL, English Premier League, FIBA, and NCAA choose to work with Genius Sports. The Role As a support and onboarding officer for our Sportzcast team, you will be required to be part of a helpdesk operation supporting technical systems for various sports teams, leagues, federations, and customers worldwide. This role will be part of a team of technical analysts who provide installation and ongoing support to customers, teams, or league personnel. You will have technical support expertise, a customer service mindset, enjoy operating in a fast-paced environment, and be willing to be hands-on helping customers as well as supporting team members. This is an excellent opportunity for someone passionate about sports and looking to progress in their IT career. Main Responsibilities Assist remotely with site surveys and installations, including hardware/software operational setup. Provide technical assistance and support for incoming queries 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 decisions made and actions taken, through to final resolution. Use diagnostic utilities for troubleshooting and testing 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. Escalate issues appropriately and work with the development team to address them. Assist with process or product improvements by evaluating and recommending changes. Adhere to help desk metrics ensuring SLAs are met. Perform occasional shipping and receiving of products to customers. Other tasks as directed by line manager. Required Skills 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. Occasional travel may be required. Desirable Skills Prior experience or training with circuit boards, troubleshooting, or repairing. Basic understanding of electronic devices and configuration of electronic components. Experience with Atlassian tools (Confluence, Jira). Working knowledge of Office 365. Experience with ticket logging systems. What’s in it for you? Alongside a competitive salary and annual leave, our benefits include health insurance, skills training, and more, depending on location. 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. Our employees are encouraged to innovate, collaborate, and grow. We are committed to diversity and inclusion and welcome all applications. Please inform us if you need assistance during the recruitment process due to a disability. #J-18808-Ljbffr