Specialist, Customer Support – EUC Remote I – Global IT Services & End‑User Computing Support (Full‑Time, On‑Site/Remote Hybrid)

About arenaflex – A Global Leader in Apparel Innovation

arenaflex is a worldwide powerhouse with more than 60,000 dedicated associates spanning 47 countries. Our mission is to create the world’s best apparel, delivering comfort, performance, and style to millions of consumers every day. We are proud to steward iconic brands that have become household names, and we continuously invest in sustainable practices, community outreach, and inclusive culture. At arenaflex, every employee is encouraged to think like an entrepreneur, bring fresh ideas to the table, and collaborate across borders to drive meaningful impact.

Position Overview

The Specialist, Customer Support – EUC Remote I is a critical member of arenaflex’s Global IT Services team. In this role you will provide first‑level, high‑complexity support for end‑user computing (EUC) environments, ensuring that internal associates and external partners experience seamless, secure, and efficient technology interactions. You will troubleshoot hardware, software, network, and application issues, maintain accurate incident records, and partner with senior technical specialists to resolve escalated problems. This position blends technical expertise with a strong customer‑service mindset, making you a trusted advisor for technology users across the organization.

Key Responsibilities

• Respond promptly to inbound calls, emails, and self‑service tickets, delivering clear, courteous, and solution‑focused assistance.
• Diagnose, isolate, and resolve complex IT service incidents involving desktops, laptops, printers, mobile devices, and peripheral equipment.
• Assess each incident to determine whether the root cause lies in business processes, application functionality, or underlying infrastructure.
• Leverage historical incident data and knowledge‑base articles to accelerate problem resolution and reduce repeat incidents.
• Escalate unresolved or high‑impact issues to senior technical specialists, application support teams, or system administrators while providing comprehensive documentation of the troubleshooting steps taken.
• Maintain and update incident tracking databases, ensuring accurate status, priority, and resolution details for every ticket.
• Collaborate closely with IT management to identify recurring problems, propose preventive measures, and contribute to continuous‑improvement initiatives.
• Adhere strictly to arenaflex’s security policies, change‑control procedures, and Sarbanes‑Oxley compliance requirements, safeguarding data integrity and regulatory compliance.
• Provide end‑user training and guidance on software installations, configuration settings, and best practices for both Microsoft Windows and Apple iOS platforms.
• Participate in on‑call rotation and after‑hours support as needed to maintain service continuity for global operations.

Essential Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related discipline is preferred, though equivalent practical experience will be considered.
• Experience: 1–3 years of hands‑on IT support experience, preferably in a large, multinational corporate environment.
• Technical Proficiency: Demonstrated ability to configure, troubleshoot, and maintain desktop hardware, printers, network connections, backup drives, and mobile technologies.
• Operating Systems: Strong working knowledge of Microsoft Windows (7/10/11) and Apple iOS (iPhone, iPad, macOS) installation, configuration, and troubleshooting.
• Customer Service Excellence: Proven track record of delivering exceptional service, building strong working relationships with both technical and non‑technical stakeholders.
• Communication Skills: Clear, concise verbal and written communication, capable of translating technical concepts into layperson’s terms.
• Legal Eligibility: Must be legally authorized to work in the United States without the need for future sponsorship.

Preferred Qualifications & Additional Skills

• Professional certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or Apple Certified Support Professional.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn, or similar) and ticketing systems (e.g., ServiceNow, JIRA).
• Familiarity with enterprise‑wide security frameworks, endpoint protection platforms, and data‑loss‑prevention solutions.
• Exposure to virtualization technologies (VMware, Hyper‑V) and cloud‑based desktop environments (Azure Virtual Desktop, Amazon WorkSpaces).
• Ability to work collaboratively in a fast‑paced, globally distributed team, respecting cultural differences and time‑zone challenges.
• Strong analytical mindset with a proactive approach to identifying trends, root causes, and opportunities for process improvement.

Core Competencies for Success

• Problem‑Solving: Ability to think critically, break down complex issues, and develop logical, step‑by‑step solutions.
• Empathy & Patience: Understanding the frustrations users may feel when technology fails, and maintaining composure while delivering support.
• Team Collaboration: Working effectively with cross‑functional teams, including network engineers, application developers, and security analysts.
• Adaptability: Quickly learning new tools, platforms, and processes as arenaflex evolves its technology stack.
• Attention to Detail: Accurate documentation of incidents, changes, and resolutions to support knowledge‑base growth.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior IT leaders.
• Tuition reimbursement for relevant certifications and degree programs.
• Internal training portals offering courses on emerging technologies, cybersecurity, and cloud services.
• Opportunities to transition into specialized roles such as Desktop Engineer, Service Desk Manager, or IT Project Coordinator after demonstrating mastery of core competencies.
• Participation in global IT forums, hackathons, and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture at arenaflex

Our workplace is built on the pillars of inclusion, sustainability, and continuous improvement. You will join a diverse team where:

• Different backgrounds, races, cultures, and experiences are celebrated and leveraged to drive better outcomes.
• Flexible work arrangements are supported, with a hybrid model that balances on‑site collaboration in Kings Mountain, NC, and remote productivity.
• Health and wellness programs, including on‑site fitness facilities, mental‑health resources, and employee assistance programs, are readily available.
• Community service initiatives encourage employees to give back, aligning with arenaflex’s commitment to positive societal impact.
• Recognition programs highlight individual and team achievements, reinforcing a culture of appreciation.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive total‑reward package that includes:

• Base salary commensurate with experience and market benchmarks.
• Annual performance bonuses tied to individual and company success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company matching contributions.
• Paid time off, holidays, and flexible vacation policies.
• Employee discount programs on arenaflex apparel and partner brands.
• Technology stipend for home office setup and ongoing equipment upgrades.

Application Process & Next Steps

If you are passionate about delivering top‑tier technical support, thrive in a collaborative global environment, and want to grow your career with a forward‑thinking, sustainable organization, we invite you to apply today. Please submit your resume and a brief cover letter outlining your relevant experience and why you are excited to join arenaflex.

How to Apply

Click the link below to begin your application. If you require reasonable accommodation at any stage of the hiring process, please reach out directly via the contact information provided.

Join arenaflex – Where Technology Meets Innovation

At arenaflex, your expertise will directly influence the productivity of thousands of colleagues worldwide. By delivering reliable, secure, and user‑friendly IT services, you become an essential part of a brand that people trust and love. Take the next step in your career and become a valued member of our dynamic IT community.