Summary: This role involves providing complex technical support, performing root cause analysis, coordinating with various teams, and mentoring junior analysts within a SportsTech environment. Highlights: 1. Opportunity to work with cutting-edge SportsTech and analytics 2. Key role in maintaining business-critical systems and coordinating teams 3. Chance to mentor junior analysts and improve procedures **THE ROLE:** ***Perform*** *(i.e. SportsTech facing roles in Product, Tech, Commercial \& Ops): This role is part of Genius' team that helps sports leagues and teams boost performance on and off the field using cutting\-edge tech, analytics, and visual insights.* As a GeniusIQ Technical Support Analyst, you’ll be the go\-to for complex, escalated incidents and service requests. Day to day, you’ll troubleshoot across hardware, software, networks, and applications; perform root cause analysis and keep business\-critical systems running with minimal downtime. You’ll own issues end\-to\-end coordinating with engineering, third\-line, and vendors while maintaining clear documentation. You’ll also monitor system performance, mentor junior analysts, and communicate clearly with end users and stakeholders. **WHAT YOU’LL BRING** * Second\-Line Support Expertise: 2\+ years handling escalations under SLAs, resolving complex issues across multiple platforms. * Systems and Tools: Proficiency with Google Workspace, Windows Server and Active Directory; Snowflake/T\-SQL navigation; API investigation using Postman, HTTP requests, and JSON/XML. * Networking Foundations: Solid grasp of TCP/IP, DNS, DHCP, VPN, and firewalls, with a habit of proactive monitoring and issue prevention. * Cloud and DevOps: Experience with Azure or AWS and familiarity with operational tooling such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus. * ITIL and Documentation: Practical experience in incident, problem, and change management, ability to maintain clear SOPs and knowledge base articles. * Communication and Service: C1 English and strong interpersonal skills to collaborate with IT teams, developers, vendors, and business users. Ownership and Mentorship: Highly organized, decisive, and calm under pressure; able to prioritize, improve procedures, and support junior analysts. * **IT WILL BE A BONUS IF YOU KNOW** * Certifications in ITIL Foundation, Cisco, or CompTIA. * Experience with Zendesk or similar enterprise service tools (Jira Service Management, Freshdesk). * Basic Python or PowerShell to streamline diagnostics and routine tasks. *We enjoy an ‘office\-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location.* ***One team, being brave, driving change*** *Let us know when you apply if you need any assistance during the recruiting process due to a disability.*