Technical Support Specialist III

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. At New Balance, We Got Now.

JOB MISSION:

We are actively seeking a skilled and motivated Technical Support Specialist to join our North America Technical Support Team. At New Balance, we seek active learners who love to use modern technology to solve challenging problems. You will be working with the latest technologies and frameworks, as well as working together with the rest of the team to push New Balance as an innovator for years to come. 

This role is expected to be in person for 5 days a week, onsite presence.

MAJOR ACCOUNTABILITIES:

• Provide timely support services to on-site and remote employees with technical problems and information technology issues.
• Troubleshoot and resolve hardware, software, and networking issues (including cabling, patching and console support)
• Understanding of Cloud-based solutions and helping to drive automation.
• Assist in identifying and documenting resolution gaps within the Infrastructure Support
• Support and maintain effective relationships with end users up to the executive level and Vendors/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:

• Minimum of 5 years of experience in technical support, helpdesk, and network support position (cabling, DHCP and DNS understanding)
• 2 years of experience with Automation tools & patch management solutions
• Administrating users, groups, & permissions in Azure/Entra AD.
• Working as a contributor or as a manager of small to intermediate-size technology projects.
• Industry-standard incident and change management processes
• Troubleshooting & managing network equipment for a global organization
• Working with 3rd party vendors and contractors
• Ability to lift, bend, twist, and be exposed to heights via lifts and ladders
  
  

Highly preferred:

• Senior support or team lead experience
  
  

Experience with:

• Autopilot for device imaging
• Apple, Microsoft, and Android devices
• Mobile Device Management (JAMF, Intune & Workspace One)
• Presenting and developing training materials to all levels of the organization
• Developing and maintaining knowledge base articles
• Understanding of Linux or Server environment
• ITSM tools such as FreshService
  
  

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.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates and takes affirmative action 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.