ABOUT US

SportsMEDIA Technology – (SMT) is the pioneer in sports technology, having re-imagined the fan experience 30 years ago. Since then, we’ve revolutionized how sports fans watch their favorite events, whether in the stands, livestreaming or on television. Through innovative real-time and wireless data and display systems, SMT’s impact is evident in every major international sport on the world’s stage, from football and soccer to tennis and golf. Along the way, SMT has grown to become the premier technology provider for pinnacle world-renowned events, including the tennis Grand Slams, golf majors, the Olympics, NHL, NBA, the New York City Marathon and CrossFit Games. SMT designed and developed the official scoring, statistics, and onsite live presentation systems for the NBA, the NHL, the PGA TOUR, NASCAR, the CrossFit Games, all four golf majors, and the four tennis slams.

SMT services hundreds of major U.S and international sports events, as well as major sports broadcasters, teams and organizing bodies, resulting in a sports technology powerhouse unequaled in the industry. SMT continues to blaze the trail in sports technology with innovative biometrics and player and object tracking, mobile apps, analytics, video production services, wireless information systems, and on-site services. SMT’s products have become a regular part of the viewing experience for fans and an invaluable asset for clients. SMT's growth has led to the creation of several divisions, with divisions in Durham, NC, Fremont, CA, Jacksonville, FL, and Toronto, Canada.

JOB PURPOSE

Responsible for providing Tier 1 technical support to SMT clients for SMT software and hardware by performing proper diagnoses and guiding users through step-by-step solutions in a call center environment. The Help Desk Technician needs to clearly communicate technical solutions in a user-friendly and professional manner.

ESSENTIAL JOB FUNCTIONS

• Identify, diagnose, and resolve Tier 1 problems for SMT clients in a call center environment
• Communicate solutions to end-users within SMT time standards
• Use SMT’s internal website to track calls/issues, generate reports, & monitor daily help desk activity
• Install software releases to the field for remote clients on schedule
• Monitor data that moves to and from the Data Operations Center in Durham (for both studio and remote clients)
• Accurately maintain all documentation relating to events that require data flow through the Data Operations Center
• Understand how to use Lync, One Note, and Google DOCS
• Support remote and studio clients with their stats and graphics equipment
• Troubleshoot all aspects of scoreboard interface
• Complete training/certification; keep up with course work as it relates to certifications
• Dedicate a minimum of 10% of time to training and/or event staffing

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Computer Science, IT, or a related field
• 1-2 years of customer support experience serving both internal and external clients
• Previous experience working in a fast-paced team environment

KNOWLEDGE, SKILLS & ABILITIES

• Strong interpersonal skills
• Good verbal and written communication skills
• Good analytical and problem-solving skills
• Basic skills and knowledge with PC systems and Windows software
• Knowledge of sports rules and terminology
• Time management skills and the ability to meet deadlines
• Network knowledge
• A customer-oriented approach to service

BENEFITS

• Two Medical Plans – Premier and Basic
• Dental Insurance
• Vision Insurance
• Long-term and short-term Disability plans
• Life & AD/D Insurance Plan
• 401(k) Plan
• Ten Paid Holidays
• Generous Paid Time Off/PTO plan.
• Confidential employee assistance program
• Sporting event tickets