Tech Support Specialist II

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

JOB MISSION:

New Balance is a world-class company, focused on being the world's best-running brand anda top athletic brand. We innovate fearlessly, guided by our core values, and driven by the belief thatconventions were meant to be challenged. We seek leaders and pioneers - those kindred spiritswho follow only their passions - because tomorrow belongs to the courageous oftoday.Our goal isto deliver best-in-class customer experiences across all channels using modern technologies. We are actively seeking a skilled and motivated Junior Tech Support Specialist to join our North America Tech Support Team.At New Balance, we seek active learners who love to use modern technology tosolve challengingproblems. You will be working with the latest technologies and frameworks, as well as working togetherwith the rest of the team to push New Balance as an innovator for years to come.

MAJOR ACCOUNTABILITIES:

• * Provide timely support services to on-site and remote employees with technical problems and information technology issues.
• * Act as an escalation point for frontline warehouse associates operating in a multi support environment
• * Troubleshoot and resolve hardware, software, and networking issues (including cabling, patching and console support)
• * Administer key business systems within distribution/manufacturing. o Understanding of Cloud based solutions and helping to drive automation.
• * Maintain inventory requirements for all end user and distribution devices
• * Assist in identifying and documenting resolution gaps within the Infrastructure Support
• * Support and maintain effective relationships with: o End users up to the executive level o Vendors and third-party providers
• * Work with the project team to test and develop systems, new and current * Drive Continuous Process improvement
• * Participates in special projects and other related duties, including lifting parts and packaging, as required
• * Understanding of Audio-Visual technologies. (Microsoft Teams Rooms & Surface Hubs) * Understanding of MS Teams phones
• * Understanding of cloud technologies and virtual server environment Requirements for Success:
• * Highly preferred: o Junior to Senior support experience o Thorough knowledge of varios SAS based and on prem applications.
• * Minimum of 5+ years of experience in a technical support, helpdesk, network support position (cabling, DHCP and DNS understanding)
• * Experience with: o Supporting remote users globally o Apple, Microsoft, and Android devices o Mobile Device Management (JAMF & Intune) o Presenting and developing training materials to all levels of the organization o Developing and maintaining knowledge base articles o Understanding of Linux or Server environment
• * Administrating users, groups, & permissions in Active directory
• * Working as a contributor or as a manager of small to intermediate size technology projects. Industry-standard incident and change management processes
• * 3+ years of experience with: o Automation tools & patch management solutions
• * Troubleshooting & managing network equipment for a global organization
• * Working with 3rd party vendors and contractors

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks - opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs - that encourage our associates to grow personally as they develop professionally. You'll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword - it's part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced "Work from Anywhere" (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.