System Technician

About Us

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.

About the Role

The Systems Technician ensures service levels and quality standards are fulfilled in the Network Operations Center environment by proactively overseeing a variety of Global operations systems; identifying and responding to internal and external customer requests; resolving questions or problems; and monitoring various Global systems including ERP, Network, Server, and Enterprise platforms.

Responsibilities

• Using Fortra Robot software, monitor job scheduling, execution, and performance.
• Respond to and triage job failures/alerts, document findings, resolve issues using available tools, and escalate as necessary.
• Utilize SCOM and SolarWinds monitoring tools for server, network, and enterprise environments; ensure tickets are opened and escalated as required.
• Track and update problem tickets/change orders using FreshService (or similar) ticketing system; recognize, prioritize, and track tickets based on SLA and operational impact.
• Manage system objects within IBM Power Systems: subsystems, job queues, output queues, etc.
• Monitor software responses to alerts from remote UPS systems – APC software.
• Complete daily shift turnover and checklists associated with tasks.
• Complete assigned request tickets and provide excellent client service.
• Manage and review user profiles, reset passwords.
• Perform IPLs on IBM Power systems and confirm start/completion times.
• Provide escalation status notifications for service-impacting events; assist in preparing incident reports for internal and external communication.
• Monitor and respond to the System and QSYSOPR message queue for IBM Power systems.
• Escalate system issues related to CPU, memory, and disk utilization performance.
• Assist with providing input to maintain and continuously update instructions and knowledge base articles.
• Perform additional duties as required or directed.

Requirements

• Education equivalent to an associate’s degree in a related field or equivalent experience.
• A minimum of 5 years’ Network Operations Center experience with problem monitoring and escalation of problems within the environment.
• Experience with PC software/hardware, OS/400 software/hardware.
• Knowledge of IT/Helpdesk software.
• Excellent communication skills necessary to facilitate the understanding of technical issues for non-technical customers.
• Familiarity with networking and server monitoring software.
• Willingness to work in a team-oriented environment.
• Working knowledge of Microsoft software tools.
• Ability to interact and follow through with New Balance associate requests.
• Experience using a problem logging/tracking software package.

Pay

$41.50 - $51.00 - $60.50 hourly (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, and geographic location).

Benefits

• Comprehensive traditional benefits package including three options for medical insurance, dental, vision, life insurance, and 401K.
• Online learning and development courses, tuition reimbursement, and $100 monthly student loan support.
• Various mentorship programs.
• Yearly $1,000 lifestyle reimbursement.
• 4 weeks of vacation, 12 holidays, and generous parental leave.
• Temporary associates: three options for medical insurance, dental, vision, and an associate discount.
• Part-time associates: 401k, short-term disability, yearly $300 lifestyle reimbursement, and an associate discount.

Schedule

Hybrid work model: in-office three days per week (Tuesday, Wednesday, and Thursday). "Work from Anywhere" (WFA) for four weeks per calendar year.