Technical Support and Onboarding Officer

• Remotely assist with hardware/software installations and site surveys
• Provide support for computer systems, software, and hardware issues
• Log, track, and resolve issues using help desk tools
• Document problem-solving steps and resolutions
• Use diagnostic tools and test fixes for lasting solutions
• Follow up after issue resolution as needed
• Create checklists and guides for users and support teams
• Escalate and collaborate with dev teams on unresolved issues
• Suggest process or product improvements
• Meet SLA targets and help desk performance metrics
• Occasionally handle shipping/receiving of products
• Complete other tasks as assigned

• Technical helpdesk experience, including hardware support
• Understanding of IT networks (TCP/IP, subnetting, firewalls, routers)
• Familiarity with Binary and ASCII data formats
• Strong internet research and troubleshooting skills
• Comfortable working in diverse, team-oriented environments
• Excellent time management and problem-solving skills
• Strong communication skills (verbal and written)
• Flexible to work shifts, including evenings/weekends/holidays
• Willing to travel occasionally (up to 10%)
• 2+ years of technical support experience

• Experience with circuit boards and electronic device setup
• Familiar with Atlassian tools (Confluence, Jira), Linear, Notion, Google workspace
• Knowledge of Office 365 and ticketing systems
• BS in IT, Electrical/Computer Engineering, or related field

What’s in it for you? 

As well as a competitive salary and annual leave allowance, our benefits include health insurance, skills training and much more, depending on the 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.   

How we work 

We have adapted a forward-thinking ‘Ways of Working’ framework, which sets out (amongst other things) the opportunities for Geniuses to work flexibly, remotely and on working holidays. It affects different teams and locations differently, so please ask for further information in how it would work with this role. 

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, we innovate, and we celebrate. We will continue to grow as an organisation and continue to invest in our highly talented and diverse team of Geniuses.  

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, different abilities or disability, gender identity or re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other applicable status). Please let us know when you apply if you need any assistance during the recruiting process due to a disability.