Senior Manager Consumer Marketing EEMEA Manuel

Information Technology

Analyst I, IT Service Desk

Westford, Massachusetts, United States of America

At PUMA, we are in constant pursuit of faster. That extends beyond our support of the fastest athletes in the world. We also work to be fast in how we adapt to and connect with the constantly changing world around us. Through innovative design, iconic footwear and apparel, and authentic partnerships, we aim to always push what’s next in both sport and culture.

PUMA supports over 14,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.

Your Mission

  • Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests
  • Prompt identification, analysis, and diagnosis of all support issues providing customers with frequent updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities
  • Monitor Service Desk ticket queue to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with PUMA's designated service level agreements and knowledge base instructions
  • Ensure all support requests received via chat, walk-up, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies
  • Configure, deploy, and support Apple iOS devices
  • Proper tracking of all hardware and software assets within asset management tools and in accordance with PUMA asset management best practices including monthly analysis of asset reports to confirm integrity of data
  • Provide direct support for Retail store systems and applications including MS Windows servers, and PC's running Windows and all applications, including Retail pro, Symantec Endpoint Protection, etc. This includes keeping retail systems patched to the latest security patches
  • Work with Citrix administrator to troubleshoot any access or performance issues impacting end-users in the Citris environment
  • Manage, implement, configure, and support Retail store registers & servers
  • Troubleshoot hardware, software, and network connectivity issues with Retail store personnel
  • Timely escalation of all unresolved support requests to tier 2 Service Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs
  • Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles
  • Participate in all Support Desk projects with the expectation that all assigned tasks will be completed by given end date
  • Assist in new hire orientation, training, and follow up to ensure that all new PUMA employees have the hardware and software they need to complete their job responsibilities
  • Deliver, set up, and assist in the configuration of end-user computer hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software
  • Proper tracking of all hardware and software assets within Matrix24 asset management tool and in accordance with PUMA asset management best practices
  • Participate in after-hours on call support rotation

Your Talent

  • Experience with desktop/laptop running Windows 7 & 10 Professional
  • A+ Certification or ability to demonstrate equivalent IT skill level
  • Understanding of basic Network topology including basic connectivity troubleshooting techniques
  • Experience with ITSM ITIL based ticketing system
  • Computer imaging experience
  • Anti-Virus/Spyware Removal experience
  • Strong computer literacy skills and the ability to use Microsoft Office 365 applications
  • Strong troubleshooting and problem-solving skills
  • Strong documentation skills
  • Ability to work under stress and respond to and resolve a broad range of customer requests
  • Support-level knowledge of MacOS a plus
  • Support-level knowledge of Dell laptops and working with Dell Pro Support a plus
  • In mid-2021, the PUMA North America Regional Corporate Headquarters will be moving to a new office located in Somerville, MA. All positions currently located at the Westford office, as well as at our International Boston office, will make this transition

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click APPLY ONLINE and follow the steps to upload your application.

PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.For additional information, please contact: us-hrrecruiter@puma.com

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