Service Desk Engineer

Responsibilities

• Provide first and second-level technical support to internal users via phone, email, chat, or in-person.
• Independently diagnose and resolve complex hardware, software, and network issues through systematic root cause analysis.
• Manage and administer user accounts, mailboxes, and permissions across Active Directory, Azure AD, and Microsoft Exchange.
• Write and execute PowerShell scripts to automate repetitive tasks, perform bulk user management, and accelerate troubleshooting.
• Troubleshoot complex VPN, networking, mailbox, and application access issues.
• Document all support interactions and root cause analyses in the ServiceNow ticketing system.
• Assist with the setup, configuration, and maintenance of desktops, laptops, and other peripherals.

Requirements

• High school diploma or equivalent; Bachelor’s degree in Information Technology or a related field preferred.
• 5 years of experience in a technical support role, preferably in a corporate environment.
• Strong knowledge of Microsoft Windows and macOS operating systems.
• Experience with JAMF, Microsoft Intune/Endpoint Manager, and Microsoft Office suite.
• Proficiency in PowerShell scripting for automation and system diagnostics.
• Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Hands-on experience administering Active Directory and Azure AD.
• Demonstrated ability to work independently and resolve Tier 2 issues without relying on step-by-step runbooks.

Preferred Qualifications

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

About the Company

Fanatics is a global digital sports platform, operating across commerce, collectibles, and betting & gaming to serve fans worldwide.