Tier 2 IT Support Engineer – Windows, Mac & MDM

Fanatics; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Fanatics Collectibles in Texas seeks an IT Support Specialist to provide Tier 2 escalation support within a manufacturing environment. You will manage Windows devices, MDM (Intune/NinjaOne), identity and access (Okta/SSO), and Tier 2 incidents while maintaining SLA commitments.

You will use Jira Service Management for ticket queues, changes, and reporting, with occasional travel to Allen, TX. Strong communication and documentation skills are essential.

Qualifications

• 2+ years IT support experience, including escalated/Tier 2 level.
• Baseline experience with Jira Service Management (ticket queues, escalations, SLAs).
• Incident management and ticketing system proficiency.
• Hands-on administration experience with Microsoft Intune and NinjaOne.
• Hands-on administration experience with Apple Business Manager and JAMF.
• Experience with Okta or equivalent identity/SSO administration.
• Experience administering Zoom (including Zoom Rooms/conference systems).
• Comfortable with occasional travel to Allen, TX.
• Windows and macOS support proficiency.

Responsibilities

• Tier 2 escalated support resolving tickets escalated from Tier 1, with strict SLAs.
• Incident management and ticketing workflow tracking from classification to resolution.
• Windows device provisioning, imaging, and configuration.
• MDM administration for iOS/macOS devices (ABM/JAMF).
• Identity and access administration (Okta/SSO, Microsoft 365).
• Device offboarding, retention, and legal hold processing.
• Facilities and AV tech support for conference rooms and Zoom Rooms.
• Maintain and contribute to internal knowledge base documentation.

Skills

Tier 2 IT support

SLA management

Incident response

Tools

Jira Service Management

Microsoft Intune

NinjaOne

Apple Business Manager

JAMF

Okta/SSO

Zoom/Zoom Rooms

Job description

Fanatics Collectibles in Texas seeks an IT Support Specialist to provide Tier 2 escalation support within a manufacturing environment. You will manage Windows devices, MDM (Intune/NinjaOne), identity and access (Okta/SSO), and Tier 2 incidents while maintaining SLA commitments.

You will use Jira Service Management for ticket queues, changes, and reporting, with occasional travel to Allen, TX. Strong communication and documentation skills are essential.