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Helpdesk Operations Technical Analyst

Location: Medellín, Antioquia, Colombia


This position is no longer open.

Requisition Number: 767

External Description:

As a Helpdesk Operations Technical Analyst, you will be part of a Technical Operations team with a focus on working with NCAA Support group based in Medellin.  This role will be responsible for providing technical support and training to Western Hemisphere clients, users and support personnel. You will have to provide excellent customer service and technical expertise through the operation, escalation and/or resolution of technical issues.

This is an excellent opportunity for someone with a passion for sports looking to progress their career in IT.


  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Provide support to customer/users where the product is highly technical or sophisticated in nature
  • Respond to questions or escalations from first line product support
  • Respond to queries via phone, email, or chat
  • Understand hardware/software operational set up for scoreboards at remote sites
  • Use troubleshooting tools, content, and analytical practices to help determine best way to resolve problems
  • Ensure all issues are logged, tracked and resolved using the applicable service desk application
  • Adhere to technical 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
  • Be the first responder for technical issues occurring during work hours
  • Assist in the creation of training material, help guides, installation guides and other product support material
  • Collaborate in testing and maintenance release deployments
  • Training of Support Staff on technical items as necessary
  • Other tasks as directed by line manager


  • Previous client service or helpdesk experience
  • Working knowledge of basketball, soccer, volleyball, American football and other American sports (further training can be provided)
  • Advanced 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
  • Basic System monitoring experience
  • Experience using a ticket logging system (FreshDesk and Jira experience is preferred)
  • Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware
  • Assists in developing internal documentation to support new features and procedures for product enhancements
  • High level of time management skills, organizing capabilities
  • Build and maintain a comprehensive understanding of system data structure, functionality and design
  • 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
  • This position will involve 2nd shift work including weekend and holiday coverage
  • Willingness to periodically travel for training and other situations


  • Experience with API monitoring
  • Experience with Graylog monitoring
  • Exposure to Atlassian tools for support, documentation and process
  • Exposure to FreshDesk
  • Experience with NCAA LiveStats product suite is a plus
  • Understanding databases and structure is a plus


  • A high school diploma with technical training
  • 2 years of prior Technical Support experience


BS degree in Information Technology, Computer Science or equivalent

Company Profile:

About Us

Genius Sports is a global leader in digital sports content, technology and integrity services. Our technology is used in over 150 countries worldwide, empowering sports to capture, manage and distribute their live data and video, driving their digital transformation and enhancing their relationships with fans.

Headquartered in London, we are the trusted partner to over 500 sports organisations globally, including many of the world’s largest leagues and federations such as the NBA, Premier League, FIBA, NCAA and PGA TOUR.

Genius Sports is more than a technology provider. We build long-term partnerships with sports at all levels, helping them to control and maximise the value of their content while providing technical expertise and round-the-clock support.

Medellin, Antioquia CO

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