Overview:
As a TECHNICAL SUPPORT ANALYST II at Fanatics Betting & Gaming (FBG), you are here to join our world-class support team. You will be responsible for end-user hardware and software support. You will assist with onboarding activities like 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.
Responsibilities:
- 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., us
- e company documentation and/or research using traditional and online resources)
- Must be available for on-call rotation after normal business hours and on weekends
- Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.
Skills and Qualifications:
- 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
- Preferred but not required administrating and troubleshooting the following is: Okta, Google Workplace, Chrome OS, Jira, Confluence, Slack, MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc.)