Technical Support Specialist II

Job Description

Job Description

at DVSport | Pittsburgh

About Us
Ever wonder what officials actually watch so they can efficiently confirm or overturn a play, what players are studying on the sideline during a game, how teams prepare for an opponent using video, what gives sports broadcasters the ability to analyze a play quickly during a broadcast, it's all thanks to DVSport's cutting-edge software and broadcast quality technology.

Based in Pittsburgh, DVSport is an industry leading sports technology company specializing in Instant Replay and digital video acquisition, analysis, and playback software. Our products and technology are utilized by some of the top professionals in sports throughout the country.

Interested in joining: An industry leader? A tech innovator? An Emmy award winning company? Then look no further:
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Position summary:

A Technical Support Specialist provides Level 2 & 3 technical support with a secondary emphasis of ensuring production and systems quality. You will use real-world feedback from support cases to drive hardware improvements and ensure every device leaving our facility meets the highest standards.

Essential functions and responsibilities:

• Customer Support & Troubleshooting:
• Act as Level 2 & 3 technician for clients and staff, resolving complex hardware and software issues via phone, email, and/or 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.
• Provide input during the development of new projects, products.
• Hardware Quality Assurance:
• Identify, document, and track hardware defects.
• Conduct analysis on hardware failures.
• Assist Hardware QA Lead with detailed test protocols for new and existing hardware components.
• Maintain documentation of processes and procedures.
• Process Improvement & Documentation:
• 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.

Success factors/job competencies:

• 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 at times
• Comfortable with a fast-paced environment

Physical demands and work environment:

• Incumbent will be required to use a computer with keyboard, telephone or handheld mobile device for extended periods of time, and office machinery as needed.
• Individual may occasionally be required to lift, push, pull, and carry up to 50 pounds.
• Incumbent must be able to read, see, hear, and speak English.

Work Days and Shifts:

• 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.

Education/Certification(s)/License(s) required:

• Minimum of an Associate's degree in related field
• Valid Driver's License.

Experience/Other required:

• 3+ years of system and network support.
• 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.
• Ability to multi-task and shift priorities as needed.
• Excellent verbal and written communication skills.
• Ability to work independently with minor guidance.

Bonus skills:

• Experience with Switches, Routers, VLANs, VPN Devices
• Linux Systems
• VOIP experience
• SQL
• OpenTelemetry, Network Monitoring
• Experience in administering and deploying websites using IIS/Apache and SQL servers
• 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.

DVSport Advantages

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

Job Specifics

• Job Type: Full Time
• Location: Pittsburgh, PA
• Compensation: $55,000 - $75,000/year