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IT Operations Analyst I

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

TE Connectivity is seeking an Operations Support Analyst with a customer service mindset to develop into a Citrix Virtual Apps and Desktops agent! This role operates under the direction of the Lead Operations Analyst to improve the flow and processing of daily Citrix incidents, requests, and maintenance events. This role will expose you to the full range of Citrix technologies deployed at TE (Virtual Desktops, Virtual Apps, DFARS) as well as opportunities to overlap in the Mobile Devices support space. This role is ideal for someone who is already experienced with Information Systems troubleshooting and is looking to grow to the next technical level!TE Connectivity is seeking an Operations Support Analyst with a customer service mindset to develop into a Citrix Virtual Apps and Desktops agent! This role operates under the direction of the Lead Operations Analyst to improve the flow and processing of daily Citrix incidents, requests, and maintenance events. This role will expose you to the full range of Citrix technologies deployed at TE (Virtual Desktops, Virtual Apps, DFARS) as well as opportunities to overlap in the Mobile Devices support space. This role is ideal for someone who is already experienced with Information Systems troubleshooting and is looking to grow to the next technical level!

What You'll be Doing....

  • Monitor, review, and respond to the daily flow of Citrix Incidents and request in ServiceNow
  • Directly interface with the customers to address and own their incidents and requests
  • Monitor and react to the Citrix environment health dashboard and automated alerts
  • Evaluate environment performance and perform trend analysis
  • Respond to Priority 1 and Priority 2 Incidents and collaborate with the Major Incident Management team in and outside of normal working hours
    • Triage the P1 and P2 ticket to validate the priority, begin investigating, and escalate to the Citrix Projects & Architecture team when required!
  • Perform routine maintenance in the Virtual Apps and Desktops master images
  • Test and deploy corporate applications through our virtualization environment
  • Collaborate with internal Citrix Projects & Architecture team
  • Knowledgebase article development and collaboration with TE’s Global ServiceDesk to improve First Call Resolution

What your background should look like:

  • Ability to demonstrate and undertake the stated core responsibilities
  • Customer Service experience and mindset
  • Strong communication skills (written and verbal)
  • Legally able to work in the country in which the position is posted
  • Basic level of technical experience with PCs, Macs, Remote working practices, etc.
  • ITIL methodology experience (desired)

Work Location

This is a remote position. 

Competencies

Values: Integrity, Accountability,Teamwork, Innovation
Location: 

Milwaukee, WI, US, 53201

City:  Milwaukee
State:  WI
Country/Region:  US
Travel:  Less than 10%
Requisition ID:  91022
Alternative Locations: 
Function:  Information Technology


Nearest Major Market: Milwaukee

Job Segment: Operations Manager, Virtualization, Information Systems, Operations, Technology

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