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. This position follows a standard Monday through Friday first-shift schedule, with flexibility to support a healthy work-life balance. Job Location will be Remote. 

What your background should look like:

Responsibilities:

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.
Analyze and review of the US Cellular services monthly charges
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).
Act as a liaison for urgent matters and compile necessary data for escalation teams.
Contribute and assist as required within the team.
Comfortable working during local daylight hours, sometimes independently.
Understand when to escalate issues to the rest of the team during their off-hours.
Incident and Service Requests
System Health and Triage
Escalation Management
Team Collaboration
Global Team Dynamic

Desired Qualities and Skills:

Able to undertake the specified responsibilities effectively.
Prioritize customer satisfaction.
Legally able to work in the country where the position is based.
Basic knowledge of PC, Mac, laptops, and remote working practices.
Familiarity with operating systems (Windows 10, Windows 11, Mac OSX, RedHat Enterprise Linux).
Competency in written and spoken Business English.
Demonstrated Ability
Customer Service Mindset
Legal Eligibility
Technical Awareness
Communication Skill

Additional Notes:

The job description acknowledges that duties may extend beyond the core activities outlined.
Flexibility and adaptability are essential.
Regular job description reviews ensure alignment with organizational needs.

This description provides an overview, and specific tasks may vary based on the organization’s context and evolving requirements.

Competencies