Remote Support Technician - Rugby

Location: Remote-based UK, but if you’re close to Basingstoke and want to work at the head office, this is possible. In-person training shifts at the head office or on-site may be required.

Contract: Annualised hours

Working Hours: 600 hours minimum per annum, mostly during our peak months between September and June (some opportunities outside peak times).

On a weekly basis, you’ll typically work 2 shifts across Friday/Saturday/Sunday, totalling around 16 hours.

Annual Salary: £10,080 Per Annum

Start Date: ASAP

About the Role:

Join our team as a Remote Support Operator, playing a key part in delivering Video Replay systems for injury review, judicial, officiating and analyst users in elite Rugby competitions during Game Weekends (matches are typically Friday nights, Saturday and Sunday).

Based remotely or at Hawk-Eye’s Head Office in Basingstoke, you'll play a crucial role in the setup and delivery of cutting-edge technology, liaising with Hawk-Eye colleagues on the ground across the world and a range of external stakeholders, contributing to the running of live sports events.

Key Responsibilities:

• Remote setup and monitoring of Hawk-Eye Video Replay Systems on Rugby Match Days;
• Collaborating with onsite Hawk-Eye staff, venue staff and broadcast teams to ensure each system is set up appropriately pre-match;
• Investigating/Troubleshooting hardware and software issues as technical support for the on-site users or technicians;
• Logging issues and raising tickets as part of a thorough operational reporting process;
  
  

Skills, Knowledge, and Expertise:

• Experience of live IT support processes, including raising, prioritising and resolving tickets in a timely fashion, using technical resources to resolve issues live and escalating appropriately;
• Experience with hands-on support of software troubleshooting processes via remote desktop software;
• Basic knowledge of small-scale LAN network infrastructure and network hardware troubleshooting experience (including fibre) is desirable.
• The ability to manage multiple tasks during busy periods.
• Excellent communication skills (English);
• Process-driven, thorough approach to tasks;
• Candidate must be available to work on Friday afternoon/evening, Saturday and Sunday during the majority of weekends from September to June.
  
  

Additional Details:

• The end of the shift is dependent on service, but typically would be 1 or 2 hours after the allocated matches have finished.
• Typical shift patterns for a weekend would be 2 of the 3 below (Usually Saturday plus either Fri or Sun);
• Friday shift 4.30- 5 pm and lasts for approximately 6 hours.
• Saturday shift would be approximately 10 hours in total from 8 am-8 pm.
• Sunday shift would usually start at 10 am and last for approximately 8 hours.
• A company laptop is provided, and an additional monitor will be offered for the role.
• Opportunity to expand role outside peak season to include additional shifts, and on-site support or other remote support events