IT Support Specialist - II

Company Description

Fortress US is part of the Fortress GB Global Group is a technology solutions for the sports and entertainment industry, trusted by over 160 teams and venues worldwide across major leagues including the Premier League, NFL, NBA, MLS, and more. Our innovative Fortress platform enhances game-day operations and fan engagement by powering access, payments, and loyalty programs. Through real-time data-driven experiences, Fortress US enables smarter ticketing, and sponsorship activations, unlocking new revenue streams and increasing commercial opportunities. We are committed to delivering meaningful and dynamic interactions for teams, venues, and their fans.

We are a dynamic and nimble company with a family vibe. While we work hard, we also get the opportunity to be part of and attend lots of cool sports and entertainment events.

We also offer competitive benefits including:

• Health Insurance with 100% employer-paid premiums for certain plans and generous contributions toward dependent coverage
• Dental Insurance
• Vision Insurance
• Employer-paid Life Insurance, AD&D and LTD coverage
• 401(k) with a generous match
• Generous PTO, including a month-long Sabbatical at certain seniority levels
• Paid Family and Medical leave

Role Description

The IT Support Specialist II will manage escalated technical incidents, both remotely and on-site at select sports & entertainment venues. This mid-level role requires a high sense of ownership of projects and requests assigned to them. This person will need to focus on managing and resolving requests / issues and maintaining excellent communication both externally and internally to ensure all needed parties are up to date and issues are escalated appropriately.

Responsibilities:

Technical Support Management

• Respond to inbound emails and calls, prioritizing and resolving complex software and hardware issues.
• Manage escalations from entry-level support, ensuring timely and effective resolutions.
• Install hardware (e.g., RFID/NFC card readers, payment terminals, servers, access control systems) at client venues, ensuring proper setup and connectivity.
• Troubleshoot physical devices (e.g., diagnosing firmware, connectivity, or hardware failures) for proprietary and third-party systems.
• Implement and troubleshoot integrations with third-party technologies (e.g., ticketing platforms, CRM systems, analytics tools) using APIs or Azure-based solutions.
• Perform complex software installations on Windows, Android devices, Azure servers, VMs, and PCs, including upgrades and patch roll-outs.
• Conduct end-user training for new applications, hardware, and integrated systems.

Education and Experience:

• A degree in a related field such as Information Technology, Computer Science, or Engineering and/or possess relevant certifications (e.g., CompTIA A , Network , Microsoft Azure Fundamentals, or equivalent)
• IT Support or Technical Support: 2–5 years
• Relational Database Experience: 1 years for database support and troubleshooting.
• Hardware Installation/Troubleshooting: 1–2 years such as RFID/NFC devices, servers, or POS systems.
• Experience with systems integrations (1–2 years preferred), such as APIs, Azure, or third-party platform connectivity.
• Strong technical foundation in networking principles, Microsoft servers, and desktop environments.

Required Skills/Abilities:

• Advance communication, diagnostic, and problem-solving skills across hardware and software.
• Reliability and proactive approach to meeting client demands.
• Enthusiasm for taking on new responsibilities and accountability.
• Ability to build relationships with customers and colleagues.
• Skill in prioritizing tasks while maintaining a customer-focused approach.
• Willingness to travel (up to 50%, including occasional 2–3-week periods).

Physical Requirements:

• Often lifts and moves material or objects weighing less than 50 lbs.
• Regular interaction with staff, management, clients, external consultants, and similar stakeholders.
• Heavy daily use of personal computers and phones to complete essential job functions.
• Use vision and hearing to identify, observe, and assess.
• Frequent communication both verbal and written, using computers, devices, and phones.
• Frequently standing, sitting, and moving within the workplace.
• May drive a vehicle if needed.

Fortress US, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person