Senior Technical Support Specialist

New Balance Athletics, Inc.
medical insurance, life insurance, vision insurance, parental leave, short term disability, tuition reimbursement, 401(k)
United States, New Hampshire, Londonderry
Mar 05, 2025
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. 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 anda top athletic brand. 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.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 tosolve challenging businessproblems. 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 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.