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 day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.

Service Desk Engineer II

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 day—building championship teams, obsessing over fans, acting with limitless entrepreneurial spirit, and delivering with a determined and relentless mindset.

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 analysis — formulating 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 Center — including account creation, modification, termination, and group policy troubleshooting — with 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:

• Apply AI and technology to improve efficiency, quality, and outcomes
• Use data and digital tools to inform decisions and enhance performance
• Demonstrate curiosity and adaptability in adopting new technologies and ways of working
• Contribute to a culture of innovation and continuous improvement

CAPABILITIES & EXPERIENCE YOU BRING

Required Qualifications:

• 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; bachelor’s 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 Hyderabad, India, subject to the Company's current hybrid work policy. This role currently requires in-office presence {{IN-OFFICE SCHEDULE — e.g. "Tuesday, Wednesday, Thursday" or "3 days per week"}}.

At Fanatics, we operate with a BOLD mindset—We Build Championship Teams, we're Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined & Relentless Mindset. If you're ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

At Fanatics, we operate with a BOLD mindset - We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

ABOUT US
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

ABOUT THE TEAM
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, 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

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