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.
An exciting opportunity to be part of the EMEA IT Infrastructure team based onsite in our Amsterdam office. Supporting associates onsite with IT incidents and requests, also working closely with local teams and our global L0/L1 support team, to provide IT support across the wider EMEA region in both corporate and retail environment. Additionally, this position will play an important role in new user onboarding and preparing the necessary hardware for those new users.
This is a busy, fast paced environment and it will be key for the successful applicant to show strong prioritisation skills, enthusiasm for IT service and an excellent customer focus with both local and remote users.
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Provide IT 1st and 2nd line IT technical support to the associates within the Amsterdam office
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Onboard new associates to the business and provide local and remote IT inductions
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Assist with continuous training and coaching to users on IT systems and applications.
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Ensure a high level of customer service and support is provided at all times
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Maintain accurate records of IT assets, including inventory management, tracking, and disposal in accordance with company policies
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Assist EMEA IT Infrastructure teams on the wider support to associates across EMEA region.
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Support senior technical staff to assist on global IT project work and deliver relevant tech solutions to the business.
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Partner with our global L0/L1 support team to assist with escalations, upskill and coaching opportunities, and ongoing ITSM service improvement strategies.
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Provide root cause analysis of faults to assist delivery of continuous improvement.
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Proactively manage backlogs of incident and request tickets and escalate where necessary
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Build Documentation and training guides to share knowledge.
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Operate in accordance with New Balance policies, procedures, and processes
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Keep up to date with the latest IT technologies and security awareness.
REQUIREMENTS FOR SUCCESS:
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Previous experience of working in an IT support role
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Experience supporting Windows and MacOS devices, Mobile Device Management for mobiles and tablets, and solving problems with Office 365 suite.
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Active Directory management and printer troubleshooting
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Basic networking troubleshooting skills
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A customer focus and good communication skills at a non-technical level are essential
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Excellent prioritization skills
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Experience of working within an Agile environment is desirable
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Experience of working in virtual teams an advantage
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Continuous improvement mindset
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Fluent in English (Mandatory)
Equal Opportunity Employer:
New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.
If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.
