Company Overview Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem. The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics’ partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs. As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives. At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.The Role:We are seeking a Technical Support Analyst II to join our world class support team. You will be responsible for end-user hardware and software support. You will assist with onboarding activities such as HW/SW configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our internal users receive exemplary support and services. You will be responsible for meeting key metrics/KPIs and SLAs/timelines while adhering to all SOPs and guidelines. You are expected to contribute to the identification and creation of support documentation such as knowledge base articles, service advisories, and user facing guides and help improve the support process by providing feedback from observations in the daily routines. Duties and responsibilities may include:● Provide technical support to internal users and external partners● Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.)● Gather and present support metrics and activities to management.● Remain current on technology and support trends.● Help onboard new service desk analysts and personnel● Ensure trouble tickets are kept up to date as well as provide timely and accurate updates to the reporter.● Help maintain and update onboarding documentation and processes for new hires● Help ensure that processes used by the service desk team are well documented and communicated● Triage service requests and escalate as necessary with the IT functional teams (e.g., Security, Engineering, DevOps, etc.) on major initiatives to ensure alignment of support activities across the organization.● Help maintain current and detailed inventory for all BetFanatics-owned computers and mobile devices● Preparing reference material for users by drafting operation instructions and updating the company knowledge base with tech tips ● Report common issues identified with service partners to management for escalation● Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources)● Must be available for on-call rotation after normal business hours and weekends● Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities What skills are important to us:● 5 years of relevant experience providing technical support in a continuous delivery environment● Solid experience maintaining end user hardware equipment● Solid technical skills, both functional and non-functional● Must have professionalism, patience, and a people first attitude● Excellent communication and interpersonal skills – verbal and written● You have a detailed oriented approach● Positive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiatives● Excellent influencing and problem resolution skills● Knowledge of Information Security best practices● Experience working in a hyper-scale tech start-up is preferred● Experience utilizing, servicing, and troubleshooting the following is preferred:○ Okta○ Google Workplace○ Chrome OS○ Jira○ Confluence○ Slack○ MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc)Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careersTryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.