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 and support associates across the EMEA region in both corporate and retail environments. This role will be based in our Amsterdam office and provide Tier 3 support to both retail and office locations, working closely with local IT teams and our global L0/L1 support team. There will be some travel requirements across our European sites at short notice as well as occasional visits to our UK sites to provide hands-on support. This role will also work closely with our DTC team and support in store technologies.
This is a busy, fast paced environment and it will be key for the successful applicant to show strong prioritization skills, enthusiasm for IT service and an excellent end user focus.
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Provide expert-level IT technical support to the EMEA region
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Ensure a high level of customer service and support is provided to all end-users
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Lead break fix, including replacement where appropriate, of all user facing hardware
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Assist with large scale IT Projects across the EMEA region
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Assist in the management and maintenance of IT Infrastructure
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Partner with senior technical staff to deliver relevant solutions to the business
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Provide root cause analysis of faults to assist delivery of continuous improvement
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Work with the DTC team on new store roll outs and retail based technologies
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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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5+ years of experience in IT Support with a strong focus on Tier 3 support and infrastructure management
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Strong knowledge of network protocols, switch configuration, and firewalls
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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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Excellent troubleshooting and communication skills
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A customer focus and good communication skills at a non-technical level are essential
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Collaborative skills across culture
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Excellent prioritization skills
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Experience of working within an Agile environment is desirable
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Willingness to travel within Europe and the UK as needed for project support
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.
