Service Desk Engineer - Fanatics

Key Responsibilities

• Deliver first and second‑level support via phone, email, chat, and in‑person for internal users.
• Diagnose and resolve complex hardware, software, and network problems using systematic root cause analysis without relying on SOPs.
• Document all support interactions, including issue details and resolution steps, in the ServiceNow ticketing system.
• Investigate issues exhaustively before escalation, providing thorough documentation and findings to internal teams or external vendors.
• Manage and administer user accounts, mailboxes, and related services across Windows and Linux environments.

Requirements

• Proven experience in a technical support or service desk role, handling diverse hardware and software issues.
• Strong knowledge of networking fundamentals, Windows and Linux operating systems, and common enterprise applications.
• Hands‑on experience with ServiceNow or similar ticketing platforms.
• Excellent problem‑solving skills and ability to work independently with minimal guidance.
• Effective communication skills, both written and verbal, to document and explain technical solutions.