Basketball Technical Support Analyst (Part Time)


Operational Support / New Jersey, United States

Bit About Us

Genius Sports is the official data, technology and commercial partner that powers the global ecosystem connecting sports, betting and media. 

Our mission is to champion a more sustainable sports data ecosystem that benefits all parties - from the rights holder all the way through to the fan. 

We are the trusted partner to over 500 sports organizations globally, capturing the highest quality data for many of the world’s largest leagues and federations such as the NFL, NBA, MLB, English Premier League, Serie A, FIBA and the NCAA. 

From enabling leagues to take control of their official data, to creating immersive fan experiences for sports, betting and media organizations, we are driven to the deliver the difference for our partners. 

 

The Role

As a Part Time Technical Customer Support Operator, you will be part of a helpdesk operation for one of the top major professional sports leagues in the United States. This Secaucus, New Jersey based role will be responsible for providing technical support and training to remote system users. You will have technical know-how, customer service mentality and enjoy operating in a fast-paced environment.
This is an excellent opportunity for someone with a passion for sports looking to progress their career in IT.

Main Responsibilities

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries via phone, email, or chat
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Help drive hardware/software operational set up at installation sites
  • Assist system users remotely or a small number of cases on-site for events as directed
  • Ensure all issues are logged, tracked, and resolved using the applicable service desk application
  • Adhere to help desk metrics ensuring that SLA’s are met
  • Escalate issues as appropriate and work with the development team to address issues within the relevant SLA’s
  • Assist in the creation of training material, help guides, installation guides and other product support material
  • Assist in an annual user training program ensuring all system users meet the minimum competency requirements
  • Assist with checklists, hardware maintenance schedules and other processes to enable the help desk operation as applicable
  • Other tasks as directed by line manager

 

Required Skills

  • Good understanding of IT Networks
  • Advanced hardware/software troubleshooting and multi-tasking skills
  • Strong client-facing and communication skills (both written and verbal)
  • An energetic, supportive, and collaborative team player
  • Able to work in shifts, with availability to work during evenings and weekends including holidays
  • Basic System monitoring experience
  • Experience using a ticket logging system
  • Working knowledge of Office 365
  • High level of time management skills, organizing capabilities  
  • Good analytical and problem-solving skills
  • Comfortable with meeting the challenges of tight deadlines and prioritizing workload
  • High comfort level working in a diverse environment

Desirable Skills

  • Previous helpdesk or technical support experience
  • Working knowledge of basketball rules (further training can be provided)

Required Experience

  • A high school diploma with technical training
  • Strong knowledge of Computer Networking

We Offer 

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on location. We also offer a host of softer benefits, including many social events throughout the year such as summer and winter holiday parties, monthly team building events, sports tournaments, charity days and wellbeing activities.  

Genius Sports Group is proud to be an equal opportunities employer. We recognize and celebrate the benefits that a diverse and inclusive workforce bring to our business, our customers and our staff. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law) 

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