System Technician

New Balance; Boston (MA); Hybrid; USD 4,660,000 - 6,637,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

New Balance is seeking a Systems Technician to ensure service levels in the Network Operations Center. You will proactively oversee global operations systems, respond to user requests, resolve issues, and monitor ERP, network, server, and enterprise platforms.

The role requires an associate degree or equivalent experience with 5+ years in an NOC, strong communication, and experience with monitoring tools. This hybrid position is based in Boston, MA with competitive hourly compensation.

Qualifications

• 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.
• Excellent communication skills to explain technical issues to non-technical customers.
• Familiarity with Networking and server monitoring software; team-oriented work style.

Responsibilities

• Using Fortra Robot software monitor job scheduling, execution, and performance; respond to failures and document resolutions.
• Utilize SCOM and SolarWinds for server, network, and enterprise monitoring; open tickets and escalate as needed.
• Track and update problem tickets and change orders in FreshService; prioritize by SLA and impact.
• Manage IBM Power Systems objects: subsystems, job queues, output queues, etc.
• Monitor UPS software and respond to alerts from APC UPS systems.
• Complete daily shift turnover and associated checklists; provide excellent client service.
• Manage and review user profiles, reset passwords, and IPLs on IBM Power systems.
• Provide escalation status for service-impacting events and help prepare incident reports.
• Monitor System and QSYSOPR message queue for IBM Power system; escalate CPU/memory/disk issues.
• Contribute to maintaining/updating instructions and knowledge base
• Perform additional duties as required.

Skills

NOC experience

IT helpdesk

System monitoring

IBM Power Systems

Windows OS

SLA management

Education

Associate degree

Tools

SCOM

SolarWinds

FreshService

Fortra Robot

APC UPS software

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.

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 we 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.