IT Infrastructure and Operations Technician

At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic. 

Are you ready to help create something extraordinary?

Information Technology strives for superior support and proactive solutions– remedy the problem before it becomes a problem. As an IT Infrastructure and Operations Technician, you will be part of a global team that is responsible for designing, delivering and supporting client services, applications, software and technology. You will be a first point of contact for all Infrastructure and client facing technologies. You will partner with global engineering teams to install, monitor and remediate critical business infrastructure equipment. You are responsible for working directly with employees throughout Europe to identify business solutions. You will also be a resource for all global IT team members as it pertains to client services delivery and client support. You will be a highly visible member of the team as you will regularly interact with employees throughout the region.

A successful IT Infrastructure and Operations Technician will have experience with the entire technology stack - networking, client systems, mobile devices, cloud solutions and technology, servers, virtual systems, applications and programs, account management and provisioning and IT security services. You will be both comfortable working independently and following defined processes and documentation.

Delivery of the aforementioned solutions must meet technology best-practices, security mandates and both industry and regulatory compliance standards.

Your Responsibilities:

• Responsibilities (Primary - 65% of time spent)
•  Perform first and second level diagnostics; investigating, troubleshooting, and providing resolution to technical issues in a 24x7x365 environment with varying levels of urgency, collaborating with engineers as necessary, ensuring SLAs are met and critical issues managed.
• Lead, maintain, and partner with outside teams to enhance services relative to the following client technologies and services:
• Client deployment solutions
• Microsoft Active Directory accounts, (provisioning and de-provisioning)
• Client Endpoint Protection Services
• VPN access
• Collaboration and Communication accounts and services (Teams clients and Teams enabled conference rooms, email, CRM, Voice/VoIP)
• Client systems (workstations, laptops, mobile devices, product fulfillment devices,)
• Mobile device management
• Jira Service Management (ticketing systems)
• Contribute ideas and solutions to make technology and processes work better for our customers
• Enter accurate and current case documentation for all assigned incidents and requests
• Document corporate technology assets, standard operating procedures and access request forms.
• Onboard new employees with hardware, peripherals and access
• Sourcing new IT services & equipment vendors locally as needed
• IT equipment and software (client and network) procurement locally
• IT equipment wiping & recycling
• Represent the Service Desk in meetings or projects where information or requirement gathering is needed, to ensure the team and end users get what is needed for any new technology or systems.
• Manages the intake of new Service Desk work, through project teams.
• Identify and, where appropriate, develop internal documentation or knowledge for the team &/or our end users.
• Perform other systems administration and service management duties as necessary or assigned to meet the needs of the company.
• EMEA additional responsibilities (35% of time spent).
• Responsible for ensuring effective local, IT related communications specific to IT Infrastructure & Service Desk.
• New Microsoft Teams Rooms setups, or oversight of local vendors as appropriate.
• Regional point of contact for all IT equipment onsite (client devices, AV equipment, printers, & network infrastructure).
• Regional point of contact for local Internet service providers. Work directly with CSI team to provide hand-on support and testing for new service turn-ups or service outage troubleshooting.
• Liasian for regional needs for Cloud Services Infrastructure and Workplace Solutions teams.
• On Call availability for local outages or planned IT maintenance.
• Additional travel required to regional offices as needed or planned.
• Work directly with CSI and WPS teams to setup, test &/or troubleshoot network infrastructure equipment (routers, switches, network ports, wi-fi access points, Teams rooms).

Qualifications:

• Educational experience to include an Associate’s degree or technology focused program in Information Systems, Computer Science or relevant major. Additional higher education and/or technical certifications a plus!
• 2+years of experience supporting IT client and infrastructure technologies in a corporate environment.
• Professional experience and proven problem-solving skills with:
• Hardware (Apple, Android, Windows & Windows Mobile)
• Microsoft Software (Active Directory, Exchange, File & Print Services, Windows OS/Server, Office365 for PCs and Macs)
• EndPoint Anti-virus solutions
• Adobe Software (Reader, CS/Cloud Suite Applications)
• System Imaging Creation - SCCM, InTune/Autopilot, Company portal, Tanium
• Networking Services & hardware (wired and wireless network, print, telephony)
• VPN Access and WAN Services
• Virtual/Server technologies
• Enterprise class LAN services
• Highly developed troubleshooting skills; tenacity and hunger for finding the root cause of a problem.
• Experience working with a variety of personal computing form factors (PCs, Macs, tablets), multi-function print/scan/copy/fax devices, wired and wireless local area networks, remote access via VPN, and IP phone systems.
• Customer-service focused with the ability to provide an appropriate sense of urgency for troubleshooting and service delivery regardless of time of day or night. Support and solutions are delivered both onsite and remotely.
• Excellent interpersonal skills that inspire and build trust for effective working relationships across the company.
• Ability to read and comprehend technical documents.
• Ability to work independently and as part of a team.
• Have an organized approach to work with attention to detail.
• Be an effective team player; collaborative worker.
• Good, clear and concise written and verbal communication skills; ability to communicate ideas effectively with people who possess varying levels of understanding technology.
• Knowledge of IT Operations and ITIL best practices.
• Innovative self-starter – always looking at improving our processes while also displaying a willingness to dive into the details and help wherever necessary.
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
• Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
• Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
• Demonstration of innovation and initiative – always looking to improve client services delivery and assist wherever necessary.
• Some travel within Europe will be required.

By submitting this application, you expressly make the following representations and warranties and give your consents as described below:

Brooks Sports, Inc. collects your personal data for the purposes of managing Brooks Sports, Inc.'s recruitment related activities as well as for organizational planning purposes globally. Consequently, Brooks Sports, Inc. may use your personal data in relation to the evaluation and selection of applicants including for example setting up and conducting interviews and tests, evaluating and assessing the results thereto and as is otherwise needed in the recruitment processes including the final recruitment. 

Brooks Sports, Inc. does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, Brooks Sports, Inc. has international sites and Brooks Sports, Inc. uses resources located throughout the world. Brooks Sports, Inc. may from time to time also use third parties to act on Brooks Sports, Inc.'s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within Brooks Sports, Inc. group of companies as well as to third parties acting on Brooks Sports, Inc.'s behalf, including also transfers to servers and databases outside the country where you provided Brooks Sports, Inc. with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America.

At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, creed, color, national origin, age, sex, gender, gender identity or expression, two-spirit identity, sexual orientation, genetic information, sensory, physical, or mental disability, marital status, pregnancy (including childbirth and related conditions), honorable discharge or military status, protected citizen status, actual or perceived victims of domestic violence, sexual assault or stalking, HIV or Hepatitis C infection, political ideology, use of a trained guide dog by a person with a disability, or on any other basis protected by federal, state or local law, or any other non-merit based factors.