System Technician

New Balance Athletics, Inc.; Boston (MA); Hybrid; USD 118,914,000 - 173,357,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401K

Job summary

New Balance Athletics, Inc. is seeking a Systems Technician to safeguard our Network Operations Center operations and service levels. You will monitor IBM Power systems, ERP, and enterprise platforms, triage issues, and coordinate with global teams to resolve incidents.

The role emphasizes proactive monitoring, strong communication, and the ability to work in a hybrid, North American office environment with occasional on-call responsibilities.

Qualifications

• Associate degree or equivalent experience.
• 5+ years of Network Operations Center experience with monitoring and escalation.
• Excellent communication to explain technical issues to non-technical customers.
• Familiarity with networking and server monitoring software.
• Proficient with IT/helpdesk software and Microsoft tools.

Responsibilities

• Monitor job scheduling using Fortra Robot; triage failures and document resolutions.
• Use SCOM and SolarWinds to monitor servers, networks, and enterprise systems.
• Track and update tickets in FreshService; prioritize by SLA and impact.
• Manage IBM Power System objects; IPLs and system start/stop validation.
• Provide escalation status and incident reports for stakeholders.
• Assist with maintaining instructions and knowledge base articles.

Skills

NOC experience

Problem monitoring & escalation

Networking & server monitoring tools

Microsoft software tools

IT/helpdesk software

Excellent communication

Team-oriented

Education

Associate degree or equivalent experience

Tools

Fortra Robot

SCOM

SolarWinds

FreshService

IBM Power Systems

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 action today.

JOB MISSION:

The position Systems Technician role is to ensure 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 customers requests; resolving questions/problems; and monitoring various Global systems to include ERP, Network, Server, Enterprise platforms.

MAJOR ACCOUNTABILITIES:

• Using Fortra Robot software monitor Job Scheduling, execution, and performance. Respond/triage job failures/alerts, document finding and resolving issues using available tools and escalating as necessary
• Utilizing 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) software 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 responds to alerts to 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 system
• Escalation of system issues (CPU, memory, and disk utilization performance)
• Assist with providing input to maintain/continuously update instructions and knowledge base articles.
• Perform additional duties as required or directed.

REQUIREMENTS FOR SUCCESS:

• Requires 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. 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 of Networking and server monitoring software. Willingness to work in a team-oriented environment is necessary.
• 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.

Boston, MA Headquarters - (NB) Only Pay Range: $41.50 - $51.00 - $60.50 Hourly (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)

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.