Support Technician for Sportable | Remote SA (Shift work)

Sportable is a sports data company that makes hardware and sells data. We are an innovative, forward thinking tech start-up that is revolutionising how we view, understand, and interact with live sport today. With rugby being our beachhead market, we are working with top teams and manufacturers, developing state of the art hardware and wearable devices that enable sport specific data to be collated in real time. Our expert team of sport scientists, engineers and software developers are working alongside some of the biggest names in broadcasting to bring this innovative technology to the masses and cultivate fan engagement.

Role Description

Sportable’s client delivery demand has increased significantly over the past year and requires a dedicated Technical Operations Support team to help ensure the timely and quality delivery of Sportable’s services through remote support. Technical Operations Support team will play a critical role in ensuring the smooth functioning of Sportable’s technical infrastructure and operations.

The Technical Operations Support team is responsible for ensuring that Sportable’s services, such as matchday and training session ball tracking and analytics, working as it should and will be skilled up to have the needed knowledge of our products, IT and networking systems, and backend software to enable the team to solve issues arising during client delivery activities.

The role will be responsible for remote supporting multiple sports and games around the world in different time zones.

The team will also be responsible to give feedback to the Product team (development) to ensure continues improvement regarding the usability of the product and the customer’s experience.

Salary Range/ Working Patten

ZAR 504000 to ZAR 556,844 annually salary (inclusive of 20% Shift allowance) – 12hrs shifts, 4 on 4 off ( Nights, Weekend + PH inc)

Responsibilities

• Providing 1st line IT support and troubleshooting of all the Sportable systems and products.
• Raising and assigning incidents when systems, devices or product issues are identified.
• Maintaining the knowledge base, with the help of subject matter experts (SME), including the following domains:
• IT and Networking
• Product
• Engineering (backend and hardware)
• Content Delivery
• Field Operations
• Providing pre/post-match day remote support for field operations team.
• Coordinate with the technical SME teams to drive product and system continuous improvements.
• Following policies and procedures for technical operations to maintain consistency of service.
• Monitoring and maintaining technical systems to ensure optimal performance.
• Managing the deployment and maintenance of technical equipment and software.
• Interfacing with other departments to ensure technical operations is aware of all deliverables.
• Engaging with technical teams in high priority or repeatable issues to support Root Cause Analysis (RCA) providing input as required.

Required Skills and Technology Experience

• 2+ years’ experience in similar technical operations or IT support role.
• Stakeholder Management Skills.
• Understanding of the Incident Management process.
• Ability to act as the first point of triage and escalation for all incidents.
• Understanding of networking (ethernet, fibre, DHCP, Firewalls, Switches, Routers, Wireless links, VLANs)
• Network debugging (ping, traceroute, Wireshark)
• Experience in Linux (command line basics, networking)
• Understanding or experience with AWS tooling.
• Basic Scripting (batch / python / bash) advantageous
• Experience supporting desktops/laptops, and network attached devices.
• Experience working in a team-oriented, collaborative environment.

 Desirable Traits

• Problem solver.
• Attention to detail.
• Excellent time management.
• Data Analysis.
• Wiliness to learn new skills.

Reporting directly to

• Senior Technical Operation Manager

Working Closely With

• Product team
• Hardware & Firmware teams
• Engineering
• Software Front and Back end
• Logistics

Perks

• Hybrid work environment  
• 21 days annual leave
• Pension Salary contribution  
• Opportunity for global collaboration