Job Description:

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide.

With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.

At Fanatics, we bring our BOLD Leadership Principles to life every daybuilding championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.

Service Desk Engineer II:

As we continue to scale our global platform, the Service Desk Analyst II will play a critical role in delivering reliable, expert-level technical support to internal users across departments and global locations.

Role Overview:

Fanatics is seeking a motivated and customer-focused Service Desk Engineer II to join our IT Service Desk team, based on-site at our Hyderabad office.

This role provides first and second-level technical support to internal users via phone, email, chat, and in-person, with a strong emphasis on independent problem-solving, PowerShell automation, and end-to-end ownership of complex technical issues across Windows, macOS, networking, and Microsoft cloud environments.

The Service Desk Analyst II delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

How Will You Drive Impact:

Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.

Team & Leadership Impact (Build Championship Teams):

- Collaborate with cross-functional IT teams to identify, develop, and implement process improvements, best practices, and enhanced documentation that raise the overall technical capability of the team.

- Partner with senior team members and leaders to refine procedures and knowledge base articles, occasionally taking the lead on directing resolution of complex and critical issues.

- Provide training and guidance to end users on IT procedures and best practices, contributing to a more self-sufficient and technically capable internal user community.

Fan & Customer Impact (Obsessed with Fans):

- Provide responsive, high-quality first and second-level technical support to internal users across departments and locations via phone, email, chat, and in-person channels.

- Take full ownership of issues from initial intake through successful resolution, ensuring users are kept informed and experience minimal disruption.

- Clearly document client issues, root cause analyses, and resolution steps in the ServiceNow ticketing system so that problems are clearly understood and reproducible by others.

- Deliver a consistent, professional support experience that reflects Fanatics' commitment to serving its people with the same intensity we bring to serving fans.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit):

- Independently diagnose and resolve complex hardware, software, networking, VPN, mailbox, shared drive, and application access issues through systematic root cause analysisformulating original troubleshooting approaches rather than relying on scripted runbooks or SOPs.

- Write and execute PowerShell scripts from scratch to automate repetitive tasks, perform bulk user management operations, gather system diagnostics, and accelerate troubleshooting workflows.

- Stay current with emerging technologies and trends in the IT industry, proactively applying new knowledge to improve support outcomes and team efficiency.

- Identify patterns in recurring issues and contribute to systemic fixes and process improvements that reduce future incident volume.

Ownership & Execution (Determined & Relentless Mindset):

- Manage and administer user accounts, mailboxes, and permissions across Active Directory, Azure Active Directory, and Microsoft Exchange Admin Centerincluding account creation, modification, termination, and group policy troubleshootingwith accuracy and accountability.

- Exhaustively investigate issues independently before escalating; when escalation is warranted, provide thorough documentation of steps taken, findings, and root cause analysis to the appropriate internal teams or external vendors.

- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals throughout their full usable lifecycles.

- Work fully independently with minimal supervision, self-directing research and resolution on Tier 2 issues and taking complete ownership without requiring managerial guidance on approach.

AI & Digital Capability:

We are building a future-ready organization. This role is expected to:

1. Apply AI and technology to improve efficiency, quality, and outcomes.

2. Use data and digital tools to inform decisions and enhance performance.

3. Demonstrate curiosity and adaptability in adopting new technologies and ways of working.

4. Contribute to a culture of innovation and continuous improvement.

Required Qualifications:

Capabilities & Experience You Bring:

- 5 years of experience in a technical support role, preferably in a corporate environment, with demonstrated ability to independently investigate and resolve complex issues through critical thinking and research rather than step-by-step runbooks.

- Strong knowledge of Microsoft Windows and macOS operating systems, JAMF, Microsoft Office suite, Azure Active Directory, Microsoft Exchange Admin Center, and Microsoft Intune/Endpoint Manager.

- Hands-on experience administering Active Directory and Azure AD, including group policy management, conditional access, and user/device object management.

- Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, and VPN, with the ability to independently diagnose connectivity and routing issues without guided runbooks.

- Proficiency in PowerShell scripting, with the ability to write scripts from scratch for user management, system diagnostics, and automation without relying on pre-built templates.

- Ability to prioritize tasks and manage time effectively in a dynamic, fast-paced environment, with strong verbal and written communication and interpersonal skills.

- IT certifications such as CompTIA A+, Network+, JAMF 100, or Microsoft certifications (e.g., MS-900, AZ-900, MD-102) are a plus.

Education:

High school diploma or equivalent required; bachelors degree in information technology or a related field preferred.

Work Location:

Hybrid: The primary place of performance of this role is the Company's office located in Hyderabad, India, subject to the Company's current hybrid work policy. This role currently requires in-office presence.