2 дня назад
GeniusIQ Technical Support Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
GeniusIQ Technical Support Analyst (SportsTech): Resolving complex escalated incidents across hardware, software, networks, and applications while maintaining business-critical systems with an accent on root cause analysis, proactive monitoring, and clear technical documentation. Focus on coordinating end-to-end issue resolution with engineering and vendors, investigating APIs and cloud environments, and mentoring junior analysts.
Location: Medellín, Antioquia, Colombia; hybrid working model
Company
develops sports technology, live data, analytics, and visual insights for sports leagues, teams, and fans.
What you will do
- Handle complex, escalated incidents and service requests under SLA requirements.
- Troubleshoot hardware, software, networks, and business applications to minimize downtime.
- Perform root cause analysis and own issues through resolution, coordinating with engineering, third-line support, and vendors.
- Monitor system performance and proactively identify opportunities to prevent incidents.
- Maintain SOPs, knowledge base articles, and clear incident documentation.
- Communicate with end users and stakeholders while mentoring junior analysts.
Requirements
- At least 2 years of second-line technical support experience handling escalations under SLAs.
- Proficiency with Google Workspace, Windows Server, Active Directory, Snowflake, and T-SQL.
- Experience investigating APIs with Postman, HTTP requests, and JSON/XML.
- Knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls, and proactive system monitoring.
- Experience with Azure or AWS and operational tools such as Jupyter runbooks, Grafana, Ansible, Docker, or Prometheus.
- C1 English, strong communication skills, and practical experience with ITIL incident, problem, and change management.
Nice to have
- ITIL Foundation, Cisco, or CompTIA certifications.
- Experience with Zendesk, Jira Service Management, or Freshdesk.
- Basic Python or PowerShell for diagnostics and routine automation.
Culture & Benefits
- Office-first culture with opportunities for collaboration, connection, and learning.
- Hybrid working models vary by role and location.
- Competitive salary and benefits package.
- Support for employee wellbeing and professional skill development.
- Inclusive working environment focused on belonging and meaningful contribution.
Hiring process
- Hiring materials explain how AI may be used during recruitment and what candidates can expect during interviews.
- Recruitment assistance is available for candidates who need disability-related support.
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