Technology Support Analyst

Overview Stats Perform is the market leader in sports tech We provide the most trusted sports data to some of the world s biggest organizations across sports media and broadcasting Through the latest AI technologies and machine learning we combine decades worth of data with the latest in-game happenings We then offer coaches teams professional bodies and media channels around the world access to the very best data content and insights In turn improving how sports fans interact with their favorite sports teams and competitions How do they use it Media outlets add a little magic to their coverage with our stats and graphics packages Sportsbooks can offer better predictions and more accurate odds The world s top coaches are known to use our data to make critical team decisions Sports commentators can engage with fans on a deeper level using our stories and insights Anywhere you find sport Stats Perform is there However data and tech are only half of the package We need great people to fuel the engine We succeeded thanks to a team of amazing people They spend their days collecting analyzing and interpreting data from a wide range of live sporting events If you combine this real-time data with our 40-year-old archives elite journalists camera operators copywriters the latest in AI wizardry and a host of behind the scenes support staff you ve got all the ingredients to make it a magical experience Our teams of technical experts specialize in harnessing live sporting data using advanced cloud technologies Java JavaScript and Python It is these tech teams that enable us to extract patterns through AI and Machine Learning and deliver our insights via APIs In short they turn complex data into magical experiences with cutting-edge technology Responsibilities The role of Technology Support Analyst sits within the Technical Operations Centre TOC as part of the wider IT department at Stats Perform The TOC is responsible for first and second-line support of all back-office and client-facing technology platforms and services This covers a vast array of cloud and on-premises services using both third-party and proprietary platforms TOC are the first to react to issues escalated by client support teams or directly by employees and in most cases will resolve them first-time If an escalation is required the TOC take the lead provide detailed triage and follow the issue to resolution TOC work hand-in-hand with Customer Operations teams as well third-line IT Engineering Video and Architecture We work 24 7 across three shifts to provide the level of service that our clients and workforce demands of us A Technology Support Analyst is a vital role within the TOC The analysts are the front-line support function for Technology Their role is to pick up incidents reported in ServiceNow or from monitoring systems and get them resolved as quickly as possible Analysts apply their knowledge and experience of technology to understand potential causes and solutions When escalating to internal teams analysts provide detailed reports of their investigation to support efficient resolution Analysts also provide Stats Perform with a service desk function by fulfilling requests that are submitted by employees This requires them to administer a range of technology platforms according to documented processes and following best practice Each analyst brings their own specialist technical skills to the team allowing the TOC to provide support for a broad range of platforms and systems Along with their specialisms every Analyst executes the support processes with precision and in a structured way Specifically the role of the Technology Support Analyst involves Triaging and troubleshooting incidents Resolving assigned incidents Escalating incidents to third-line teams Administering and maintaining systems Executing the incident problem change and request workflows Monitoring critical services and responding to observed issues Creating high-quality knowledge support articles Fulfilling service requests according to documented processes Raising problems and contributing to CI initiatives Performing root cause analysis on incidents Communicating to internal users on incidents and requests Liaising with third parties to seek support Desired Qualifications The TOC has a combined skillset across various technologies do you have experience in any of the following areas that will bring added value to the team Server administration and support for Windows and Linux Apache Microsoft administration and software support including AD Azure AD Microsoft 365 Teams SharePoint and software Single sign-on and MFA support Device management through Intune and Jamf for Mac estate Mac and Windows desktop support Mobile application support for iOS and Android Database experience including SQL MySQL Oracle Python Scripting language - SQL Queries Powershell AWS - EC2 ELK Stack etc Logfile analysis Monitoring tools Checkmk Nagios New Relic PagerDuty SolarWinds Network support and troubleshooting Video technology support Atlassian - Jira Confluence What we need from you Analysts demand perfection they continually seek improvements to make systems more stable improve processes and increase quality They document everything they do and ask for peer review from their team and give it others Analysts never want to stop learning they strive for more knowledge involvement and training to drive personal and team improvement They support this journey for their colleagues Why work at Stats Perform We love sports but we love diverse thinking more We know that diversity brings creativity so we invite people from all backgrounds to join us At Stats Perform you can make a difference by using your skills and experience every day you ll feel valued and respected for your contribution We take care of our colleagues We like happy and healthy colleagues You will benefit from things like Mental Health Days Off No Meeting Fridays and flexible working schedules We pull together to build a better workplace and world for all We encourage employees to take part in charitable activities utilize their 2 days of Volunteering Time Off support our environmental efforts and be actively involved in Employee Resource Groups Diversity Equity and Inclusion at Stats Perform By joining Stats Perform you ll be part of a team that celebrates diversity A team that is dedicated to creating an inclusive atmosphere where everyone feels valued and welcome All employees are collectively responsible for developing and maintaining an inclusive environment That is why our Diversity Equity and Inclusion goals underpin our core values With increased diversity comes increased innovation and creativity Ensuring we re best placed to serve our clients and communities Stats Perform is committed to seeking diversity equity and inclusion in all we do