Fanatics

Overview

Maintains IT systems and end-user support within a manufacturing environment governed by strict SLAs, where uptime directly impacts production. Resolves escalated tickets and administers Windows and mobile device management platforms, identity and access systems, and endpoint provisioning.

About Fanatics

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet.

Requirements & Eligibility

• 2+ years of IT support experience, including experience at an escalated/Tier 2 level
• Baseline experience with Jira Service Management (ticket queues, escalations, SLAs)
• Incident management and ticketing system proficiency, including ticket categorization and prioritization
• Hands-on administration experience with Microsoft Intune and NinjaOne
• Hands-on administration experience with Apple Business Manager and JAMF

Key Responsibilities

• Resolves tickets escalated from Tier 1 in Jira Service Management, including access requests, permission changes, software installs, distribution list management, and system integration issues.
• Categorizes, prioritizes, and tracks incidents through resolution in the ticketing system, ensuring accurate classification for reporting and trend analysis.
• Provisions, images, and configures Windows endpoints and troubleshoots Windows OS, driver, and application issues.
• Administers Apple Business Manager (ABM) and JAMF for macOS/iOS device enrollment, configuration, and lifecycle management.
• Manages Okta/SSO account provisioning and deprovisioning, elevated permission requests, and Microsoft 365 admin tasks.