IT OPERATIONS ANALYST II

Job Overview

TE Connectivity’s IT Operations Teams support hardware installation and configuration and ongoing maintenance of the computer/data center. They monitor batch schedules and take actions as necessary in response to schedule problems or abnormal program terminations and manage tape backups, including physical tape handling; coordinate, diagnose and troubleshoot employee issues with personal computers and related systems; provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. TE’s IT Operations Teams provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. They develop, document, and implement standard operating procedures and customer service guidelines relating to remote IT support. At times they may monitor and troubleshoot equipment and assist with logging and documentation, cabling, racking, and server installations.

• The role involves providing customer service support and maintenance for virtualized desktops, applications, and mobile devices within the organization.
• Exposure to various technologies, including VDI (Virtual Desktop Infrastructure), virtual apps, MDM (Mobile Device Management), MAM (Mobile Application Management), Android, iOS, business applications, and cellular services.
   

Responsibilities:

 Incident and Service Requests: 

• Monitor and review daily incidents and service requests using ServiceNow.
• Interface with end users/customers regarding requests and incidents.
• Modify service queues to process incorrectly allocated incidents.

System Health and Triage: 

• Review system and user account health via the admin consoles (Citrix cloud, Intune, ServiceNow).
• Collaborate with Virtual Desktops, Apps, & Mobility tower leads for incident/service request triage (Level 1-2).

Escalation Management: 

• Act as a liaison for urgent matters and compile necessary data for escalation teams.

Team Collaboration: 

• Contribute and assist as required within the team.

Global Team Dynamics: 

• Comfortable working during local daylight hours, sometimes independently.
• Understand when to escalate issues to the rest of the team during their off-hours.
   

Candidate Desired Profile:

Demonstrated Ability: 

• Able to undertake the specified responsibilities effectively.

Customer Service Mindset: 

• Prioritize customer satisfaction.

Legal Eligibility: 

• Legally able to work in the country where the position is based.

Technical Awareness: 

• Basic knowledge of PC, Mac, laptops, and remote working practices.
• Familiarity with operating systems (Windows 10, Windows 11, Mac OSX, RedHat Enterprise Linux).

Communication Skills: 

• Competency in written and spoken Business English.

Competencies