What are the responsibilities and job description for the Senior IT Support Specialist position at New Balance?
Job Description
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 actions today. At New Balance, we are focused on being the world's best-running brand and a top athletic brand. We seek leaders and pioneers – those kindred spirits who follow only their passions — because tomorrow belongs to the courageous of today. Our goal is to deliver best-in-class customer experiences across all channels using modern technologies. At New Balance, We Got Now!
Job Mission:
We are actively seeking a skilled and motivated individual to join our North America Tech Support Team, supporting our state of the art, new manufacturing facility in Londonderry NH. At New Balance, we welcome active learners with passion for using modern technology to solve challenging business problems. As part of a larger N. America IT team, you will be working with cutting edge systems, processes and frameworks that help propel New Balance as a leader and innovator.
Major Accountabilities:
- Provide prompt tech support services in line with NB’s recovery time objectives
- Troubleshoot hardware, software, access, networking issues, including cabling & patching
- Administer key IT and manufacturing business systems
- Understand business data flows across on-premises and cloud-based solutions
- Act as an escalation point for frontline manufacturing associates to higher tier technology teams and vendor support personnel
- Maintain effective documentation and inventory requirements for all supported systems
- Support and maintain effective relationships with NB associates as well as vendors
- Assist various project teams to test, develop and deploy new and current systems
- Drive continuous process improvement, identifying and addressing solution gaps
- Participate in special projects and related duties, including lifting parts and packaging, as required
Requirements for Success:
- Minimum of 5 years of relevant experience in a technical support, helpdesk, and/or network support position
- Proven experience with, Microsoft, Apple, Android and related management ecosystems (Entra, AD, Intune, JAMF), and basic network routing (DNS, DHCP, Gateways, Cabling etc.)
- 2 years’ experience with patch management systems, automation tools, user groups and access administration, Microsoft Teams and familiarity with Teams Rooms AV and Phones
- Highly preferred to have working experience with Windows or Linux servers, remote and secure internet access technologies such as Zscaler, and manuf./warehouse systems
- Support remote users using solutions such as TeamViewer, Citrix, RDP, etc.
- Manage work using service desk platform such as Fresh Service for incidents and changes
- Develop and maintain internal knowledge base articles and training materials for all levels of the organization
- Ability to work independently or lead small to intermediate size technology projects.
- Ability to lift, bend, twist, and be exposed to heights via lifts and ladders
