Sr. Support Analyst, Partner Care

Job Description
SPORTS NEXT
NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology.We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth &
Recreational Sports;
Golf;
and Emerging Media.
At NBC Sports Next, weequip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including, the largest youth sports club, league and team management platform;
, the first ever streaming service for youth and amateur sports,, the leading online tee time marketplace and provider of golf course operations technology;
andthe ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.
Come join us as we work together as one team to innovate and deliver what’s Next.
This position reports directly to the Director level within Partner Care, and is responsible for the most complex technical solutions we offer to our course partners. This role performs a wide variety of tasks, acting as both an industry and technology consultant in providing elite service, and a high level of technical acumen, rarely found in non-development level positions in the tech industry. If you have a passion for solving problems and helping people improve their businesses, this is a great job for you.
Demonstrate independent analytical problem-solving abilities to remotely troubleshoot a wide range of issues and requests involving NBC Sports Next’s proprietary software applications.
Analyze, diagnose and resolve product and IT related cases that include, but are not limited to:
Installation and configuration of NBC Sports Next Golf software products
Hardware/drivers (PC’s, tablets, receipt printers, network printers, touch screen monitors, inventory scanners, etc.)
Windows 10 &
11 Operating Systems (troubleshooting, upgrading, etc.)
Windows Server
Microsoft SQL (installation, upgrade, queries, joins, stored procedures, database troubleshooting etc.)
Cloud Environment Maintenance
Remote Desktop, XenApp, and Published Cloud Applications
Virtual Terminal Servers, Print Spooling, Print Servers. Easy Print Group Policies
Data Analysis/Reporting Investigations
API interfaces
Point of Sale (POS) interfaces
FinTech (Financial Technology) as a Payment Facility provider
Perform POS application server and SQL database migrations.
SQL database troubleshooting
Advanced LAN, WAN, VLAN, Azure, Azure Virtual Network connectivity troubleshooting skills
Experience with the following tools used for testing and troubleshooting networks, databases, 3rd Party Interfaces or API’s:
Wireshark
ProcMon (Process Monitor)
Fiddler
Postman
SQL Profiler
Image creation for Windows based PC’s and mobile devices.
Open/close support tickets utilizing Salesforce (CRM) with detailed documentation.
Serve as an escalation point for advanced or complex configurations.
Provide advanced technical &
proprietary product knowledge consultation to our most valuable course partners, which can include onsite staff, corporate leadership, and contracted or internal/municipal IT teams.
Participate in creation of internal training materials, documentation &
public facing content
Coach junior team members to facilitate growth and development of skills
Multi-task across requests and priorities in a fast-paced, team-oriented helpdesk environment.
Document defect replication steps and feature requests in the product management system.
Take ownership of personal training needs and constantly seek ways to enhance knowledge and skills.
Rapidly learn and demonstrate competence with new technologies/software applications.