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Tech Support Analyst

2 months ago

Aberdeen, United States Fanatics Full time
Job Description

This role would require one to three years' experience within technical support and with successful performance. Positions at this level are required to work under general supervision and within a framework of established procedures. Incumbents are encouraged to perform a wide range of duties with only occasional instruction or assistance.

Knowledge of:
  • Principles and practices of enterprise level information systems as applied to a large and diversified public organization
  • Methods, materials, tools, and equipment used in PC and midrange computer networking, repairs, and operations
  • Principles and practices of PC & Mac operation, maintenance, and repair
  • Principles and techniques used in interacting with troubleshooting skills for PC & Mac users
  • Skill to:
  • Solve and Repair PC/Mac and peripherals
  • Software troubleshooting, installation, and repair
  • Network Analysis and Troubleshooting
Ability to:
  • Work multi-functionally with users to provide basic direction and instruction with computer applications
  • Maintain confidential data and information
  • Operate and maintain Android & Apple iOS hardware.
  • To comply and follow standard operating practices and procedures common to computer networking and information systems work established by Fanatics.
  • Maintain and champion positive and collaborative working relationships with peers and userbase.
  • Ability to use discretion and confidentiality with access to critical data
  • May require occasional travel to remote locations
  • Potentially utilize ladder or power industrial equipment to access equipment based on need in alignment to safety regulations
Education & Experience Requirements:
  • High school diploma/equivalent and 3 years related work experience required or College degree, or Associate degree and 2 years related work experience.
  • Excellent verbal and written communication skills
  • Experience with handheld scanners, label printers, and other ruggedized equipment a plus
  • Good understanding of Mac OS, Windows OS, and MS Office products
  • Strong troubleshooting skills
  • Ability to stay calm in stressful situations, especially when working with demanding customers and/or upper management
  • Ability to prioritize multiple priorities
  • Ability to work with minimal direction when vital
  • Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs. (Within safety guidelines or within a team setting.)
  • Experience with fixing Printers (Both network and Stand-alone)
  • Able to tackle network connectivity problems, understand TCP/IP protocols, DNS, and be able to let higher levels of support know specific technical issues in detail
  • Basic understanding of Active Directory administrative tasks
  • A strong dedication to quality customer service
  • Good analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute requests
  • Responsible for all aspects of end-user PC provisioning including setup of hardware, software, and peripherals
  • Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems (I.E. VPN, WIFI, LAN, WAN)
  • Assists in crafting & maintaining documentation for self-service end-user support knowledge base
Preferred Requirements:
  • A+ and Network + Certifications preferred
  • Run and Terminate Cat6 network cabling
  • Experience working within a Warehouse Environment
  • Well grounded experience working in Service Now
  • Solid grasp of SOTI MobiControl
  • Demonstrate experience supporting and fixing some of the following software. Microsoft Office, Bluejeans, Zoom, Cisco AnyConnect, Box, Adobe Creative Cloud, AutoCAD, Lenel OnGuard, Google Workspace
  • Experience working with Android OS, including but not limited to reinstalling operating systems or utilizing ADB tools


About Us

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. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Team

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally - as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world-including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).