Systems Support provides on-site Systems Support Analyst I support for all Fanatics employees. Installing and configuring computer systems, diagnosing hardware/software faults and solving technical problems, remotely or face to face. Monitoring and maintaining the organization’s computer systems and networks. Responsible for diagnosing and resolving any hardware or software faults with these systems or escalating as needed.
GENERAL DUTIES AND RESPONSIBILITIES:
Provide technical support for PC and Mac systems, including operation, maintenance, and repair.
Troubleshoot hardware and software issues across Windows and macOS platforms.
Perform network analysis and resolve connectivity issues.
Apply ITIL best practices in service management and incident resolution.
Assist users with computer applications and systems, offering clear guidance and support.
Maintain confidentiality and safeguard sensitive information.
Analyze technical problems, evaluate alternatives, and implement effective solutions.
Communicate effectively, both verbally and in writing, with technical and non-technical audiences.
Operate and support Apple iOS, macOS, and Windows-based hardware and software.
Adapt to changing environments with sound judgment, creativity, and flexibility.
Ensure compliance with standard IT procedures and practices.
Foster positive working relationships with colleagues and end users.
Collaborate effectively with users in both warehouse production, retail stores and corporate office environments.
QUALIFICATIONS\REQUIREMENTS:
Equivalent combination of education and experience.
1-2 Years working in a support role
Demonstrates fluency in spoken and written English.
GENERAL KNOWLEDGE, SKILLS AND ABILITIES:
Excellent verbal and written communication skills
Experience ServiceNow (SNOW) to track, manage, and resolve technical issues and service requests is a plus.
Experience using Jira to plan, track, and manage tasks and projects is a plus.
Experience with handheld scanners, label printers, and other ruggedized equipment is a plus.
Basic knowledge of Macintosh OS, Windows OS and MS Office products
Beginner-level diagnostic skills
Ability to stay calm in stressful situations, especially when dealing with demanding customers and/or upper management
Ability to handle multiple competing priorities
Ability to work with minimal supervision
Ability to use discretion and confidentiality with access to sensitive data.
Ability to lift computer equipment, including monitors and printers, which may weigh up to 60 lbs.
Experience troubleshooting and resolving WAN/LAN print related issues
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.
Assists in creating documentation for self-service end-user support knowledge base.
Helps install local area network cabling systems and equipment such as network interface cards, and switches.
C-Lever or Executive staff is a plus.
Ability to work out of any of the Fanatics offices as and when required for cover
Ability to provide on-call and weekend support, as required by business needs
Contract Type:
Permanent contract