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Technical Support Specialist II
2 months ago
As a Technical Support Specialist II at Fanatics Betting & Gaming (FBG), you will be an integral part of our exceptional support team. Your primary responsibility will be to provide comprehensive assistance for end-user hardware and software issues. You will play a key role in onboarding processes, including hardware and software setup and distribution. Your expertise will be essential in troubleshooting technical challenges and offering guidance, ensuring that our internal users receive outstanding support and services. You will be accountable for achieving key performance indicators (KPIs) and service level agreements (SLAs) while following established standard operating procedures (SOPs) and guidelines. Additionally, you are expected to contribute to the development and enhancement of support documentation, such as knowledge base articles, service advisories, and user manuals, while also improving support processes through feedback gathered from daily operations.
Key Responsibilities
- Deliver technical assistance to internal users and external partners.
- Address user inquiries through various support channels (e.g., Slack, Email, Jira, etc.).
- Compile and present support metrics and activities to management.
- Stay updated on technology and support trends.
- Assist in the onboarding of new service desk analysts and staff.
- Ensure that trouble tickets are accurately maintained and provide timely updates to users.
- Help maintain and revise onboarding documentation and processes for new employees.
- Ensure that service desk procedures are well-documented and effectively communicated.
- Assess service requests and escalate as necessary to IT functional teams (e.g., Security, Engineering, DevOps, etc.) for major initiatives to ensure alignment of support activities across the organization.
- Maintain an accurate inventory of all Fanatics-owned computers and mobile devices.
- Create reference materials for users by drafting operational instructions and updating the company knowledge base with technical tips.
- Report recurring issues identified with service partners to management for escalation.
- Demonstrate the ability to work independently, utilizing company documentation and conducting research through traditional and online resources.
- Be available for on-call rotation outside of regular business hours and on weekends.
- Be open to occasional travel for conferences, events, meetings, and team-building activities.
- 5+ years of relevant experience in providing technical support within a continuous delivery environment.
- Proven experience in maintaining end-user hardware.
- Strong technical skills, both functional and non-functional.
- Exhibit professionalism, patience, and a user-centric approach.
- Excellent verbal and written communication and interpersonal skills.
- Detail-oriented with a focus on accuracy.
- Adaptable and positive attitude to thrive in a fast-paced environment, with a willingness to embrace new initiatives.
- Strong influencing and problem-solving abilities.
- Knowledge of best practices in Information Security.
- Experience in a hyper-scale tech start-up is preferred.
- Preferred but not mandatory experience with administration and troubleshooting of tools such as Okta, Google Workplace, Chrome OS, Jira, Confluence, Slack, and MDM/MAM Solutions (e.g., JAMF, Workspace ONE, etc.).
The expected salary range for this position is based on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. *Salary range is listed in USD; ranges will change based on geographical location as defined by Fanatics Betting & Gaming.
*Salary Range: $68,000 to $102,000. In addition to the base salary, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off, and additional benefits such as GymPass, Pet Insurance, Family Care Benefits, and more. A $700 allowance will be provided to set up your home office.
