System Technician

New Balance•Boston, MA

1d•Hybrid

About The Position

The 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.

Requirements

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.

Responsibilities

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.