Technical Support Specialist II

About the role

DVSport is an industry-leading sports technology company based in Pittsburgh. We specialize in Instant Replay and digital video acquisition, analysis, and playback software. Our products are used by top professionals in sports across the country.

Responsibilities

• Provide Level 2 & 3 technical support with a secondary emphasis on ensuring production and systems quality.
• Resolve complex hardware and software issues via phone, email, and remote access.
• Diagnose and resolve system failures, connectivity issues, and device malfunctions.
• Guide customers through initial product setup and configuration.
• Install and configure computer systems, networking equipment, and applications.
• Contribute to the development of new projects, products, and processes.
• Identify, document, and track hardware defects.
• Conduct analysis on hardware failures.
• Aid in the development of detailed test protocols for new and existing hardware components.
• Maintain detailed logs of all support interactions and quality testing results.
• Develop and update technical manuals, troubleshooting guides, and internal QA procedures.
• Collaborate with the Design team to provide actionable feedback for future product iterations.

Requirements

• Minimum of an Associate's degree in a related field.
• Valid Driver's License.
• 3+ years of system and network support experience.
• Functional knowledge of Microsoft Windows Server and Client operating systems.
• Proficient in storage technologies such as RAID, NAS, SAN, SATA, SAS.
• Functional networking knowledge including TCP/IP, DNS, WINS, DHCP.
• Documented security knowledge and experience.
• Commitment to high-quality service to both clients and fellow team members.
• Excellent verbal and written communication skills.
• Ability to multi-task and shift priorities as needed.
• Ability to work independently with minor guidance.

Qualifications

• Experience with switches, routers, VLANs, and VPN devices.
• Linux Systems experience.
• VOIP experience.
• SQL experience.
• Scripting knowledge (e.g. Python).
• Interest in sports, participation at a higher level, and knowledge of the sport and/or rules/officiating.
• IT experience from a mission-critical background such as athletics, financial compliance, military, or broadcast systems.

Skills

• Written/Verbal Communication
• Collaboration/Team Player
• Self-Leadership
• Customer Service Orientation
• Attention to Detail
• Independent Judgment
• Organization
• Time Management
• Problem-solving
• Inquisitiveness
• Strong problem solver
• Ability and willingness to travel
• Comfortable with a fast-paced environment

Benefits

• 401k with matching company contribution
• Health, dental, and vision coverage
• Flexible work schedule

Pay

$55,000 - $75,000/year

Schedule

Primarily 9am to 5:30pm on-site at our Development Lab. Prescheduled weekend and evening shifts will also occur, seasonally, and/or based on industry demand. Occasional travel required.