Sr Analyst Technology Support

Summary

As a Senior IT Systems Analyst, you will join a team of IT professionals with Fanatics Commerce. This team supports the corporate staff and operations team(s) of more than 7K endpoints. These endpoints consist of both MacOS and Windows. This team is also responsible for the health and wellness of the Audio/Video solutions deployed corporate-wide. The ideal person will have an array of both technology and application support as well as audio-video (DSP's, Audio Codecs, Zoom) experience. The A/V experience is vital for success in this role as the person would directly support our monthly executive Town Hall productions. This means set up and management of both the streaming audio and video and all subsequent peripherals. The userbase consists of 7,000 plus users across several US locations. Your responsibilities would also include managing tech service requests via our ITSM ticketing system (Service Now), walk-ups, and direct emails, ensuring user problems are documented, resolutions are implemented, and support requests are handled in the most efficient and effective manner possible. Another key competency for this role will be IT Onboarding/Offboarding for new-hires and terms. The ideal candidate will not only be familiar but will have several years of experience creating processes around IT asset management and reconciliation. Furthermore, this role also provides direct IT support for our Executive Team in San Mateo, California, requiring experience in providing white-glove treatment & support for executive leadership staff, including VIP users from VP to C-level staff, to include the CEO of Fanatics Commerce. Prioritizing first-class customer support is essential in providing excellent experience for our end-users alike. Within IT our end-users are our customers, and our customers are our end-users! This is where we make our mark. Your ability to think quickly, apply technical logic and programmatically resolve issues will be vital in this role. If you are passionate about technology, end-user support, top-tier service, executive white-glove service, etc. please continue onward with this requisition. Otherwise, this may not be an ideal role for you.

Responsibilities

• Technology Enablement: Role will interact with many different users. The ideal candidate should also act as a liaison between technology and business users. This person will champion and foster a highly collaborative and high-performing team environment targeted at providing technological solutions to end-users.
• A+ Customer Service: Deliver outstanding hospitality, demonstrating active listening, empathy, and a commitment to follow-through in all interactions. Understand user needs, provide timely and empathetic responses to inquiries and issues, and ensure resolutions are effectively communicated and implemented.
• Audio & Video Solution (Live Streaming): Provide technical administration and support for ‘live stream' production events. Note: the popularity for this feature and its direct support only continues to grow.
• Administration, Troubleshooting, and Overall Competency Areas in A/V:
  • Proficiency in Audio/Video Equipment: Demonstrated an intermediate or above ability to set up, configure, and operate various A/V equipment, to include Blackmagic Cameras, Wireless (lapel) Microphones (Sennheiser), Creston audio, Mixers, ATEM, ATEM Mini, and Encoders.
  • Network Connectivity Knowledge: Strong understanding of network configurations, bandwidth requirements, and troubleshooting connectivity issues to ensure smooth streaming.
  • Software Expertise: General experience with streaming software and platforms (e.g., OBS, vMix, Stream labs) for encoding, broadcasting, and managing live streams.
  • Problem-Solving Skills: Ability to quickly diagnose and resolve technical issues during live broadcasts to minimize downtime and ensure seamless viewer experience.
  • Attention to Detail: An eye for detail to ensure the highest quality is delivered for both audio & video output(s) to include lighting, sound-levels, and video resolution (hue adjustments).
  • Adaptability: Capacity to adapt to new technologies and software updates, and to learn new tools and techniques in support of a tech
  • Communication Skills: Excellent and effective communication skills are a must-have. The ability to explain complex technical concepts to non-technical stakeholders/staff is key. He/she should be a champion of collaboration as this will be a key attribute for the successful candidate.
• Diverse Endpoint Support: Oversee robust and responsive technical support for various endpoints, including Dell (Precision and Latitude) machines, Microsoft (Surface Book), and MacBook Pros M1, M2, M3 (iOS) computers. Other peripherals not represented above are as follows; Mobile Phones (iOS/Android), iPads, and digital signage. Ensure issues are resolved swiftly to minimize downtime.
• Technical Documentation: Ensure meticulous documentation, including detailed notes on user-reported problems, potential resolution steps, and efficient management of support requests. Maintain accurate and comprehensive records to aid in swift and effective problem-solving.
• Problem-Solving: Utilize common IT- problem-solving techniques such as root cause analysis, brainstorming, and the ‘5-whys' approach to efficiently diagnose and resolve complex technical issues. Demonstrate adaptability and critical thinking in challenging situations.
• Access Requests: Oversee comprehensive user administration across various systems and applications, including light system administration tasks on multiple platforms, such as Microsoft 365. Ensure seamless access and functionality for users.
• Knowledge Sharing: Engage in team-based troubleshooting, offering and seeking assistance with technical issues. Document resolutions and processes in the knowledge base, enhancing the team's collective knowledge and efficiency.
• Strategic Planning: Contribute to the development and implementation of IT support strategies and initiatives to improve service delivery and operational efficiency.

Requirements

• Proven experience supporting both onsite and remote workforces
• Strong customer service or hospitality experience, with a proven track record of success.
• A four-year college degree is preferred but will strongly consider any relevant training, certifications, and work experience.
• CompTIA certifications (e.g., A+, Net+, Security+) are a plus.
• (PMP) - Project Management Professional certification is a plus.
• (AGILE) - Agile certification is a plus – while a general understanding of agile methodology is a must.
• Ideally the candidate should have relevant experience and be proficient with M365, MS Intune, JAMF, OKTA, or any of the industry leaders in MDM (Mobile Device Management) platforms.
• Experience with MS Teams, MS Outlook, Active Directory administration, and Zoom Workspace administration, Papercut Print Server, Neat Bar Platform/Zoom Conferencing Phone.
• Intermediate to advance experience with ‘Live Streaming' technologies, both hardware and software. Must have working knowledge with industry standards for various audio/video production platforms i.e. Creston Audio, vMix, Sennheiser, etc.
• Excellent written and verbal communication skills as the ideal candidate could routinely interface with VP level and above staff.
• Must demonstrate an ability to be ‘resourceful', especially in the face of uncertainty. Must also have an understanding and be able to show a track record of technology enablement, process improvement/automation, and overall excellence in customer service.
• Minimum of (5) years' IT support experience (direct). Support of <1000 End-Users and/or Endpoints collectively. May consider greater experience, lower userbase – may also consider less experience but larger userbase.
• Must have a minimum of (10) years support 1000+ endpoints.
• Minimum of (3) years directly providing IT support to VP level staff and above.
• This is a full-time position that may require occasional after-hours support.
• 10% to 15% travel could be required.
• An in-office presence is required. Will consider a hybrid (WFH) schedule after 6 months.
• Ability to lift standard computer equipment, to include monitors. Item could weigh from 40 – 50 lbs.

The expected salary range for this role is $84,000 - $108,000. This is based on job-related knowledge, skills, and experience. This role is also eligible for the Fanatics Commerce annual bonus program and an equity award. This salary range is listed in USD and will be determined in part by a successful candidate's geographic location.

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).

At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do:
· Build Championship Teams
· Obsessed with Fans
· Limitless Entrepreneurial Spirit
· Determined and Relentless Mindset