Senior Analyst, Information Technology

Analog Devices, Inc. (NASDAQ: ADI) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, and software technologies into solutions that help drive advancements in digitized factories, mobility, and digital healthcare, combat climate change, and reliably connect humans and the world. With revenue of more than $12 billion in FY22 and approximately 25,000 people globally working alongside 125,000 global customers, ADI ensures today’s innovators stay Ahead of What’s Possible.

The Local Deskside Support Technical Lead is an onsite IT resource responsible for a team of Endpoint Support Analysts that provides 24/7 support to all end-users in the 1. Cavite/ 2. Manila site. The Local Deskside Support Technical Lead reports directly to the Global Deskside support Manager.

The candidate must possess exceptional technical know-how and has excellent communication and customer service skills. The Local Deskside Support Technical Lead is expected to interface directly with the end-users including top level management as well as IT team members in different parts of the globe.

Key Responsibilities:

• Lead a team of analysts that are responsible for the following key service functions:
  • Incident Response
  • Problem management
  • Critical Incident Response
  • Projects and new support requirement
  • VIP Support
  • Events and standby support
  • Service Request Fulfillment
  • AV Support
  • Asset Management and Tracking
  • Equipment health check and maintenance
  • New asset evaluation
• Serve as the “go to” hands on IT technical lead for the respective supported site
• Can be tapped to configure, deploy, maintain and troubleshoot desktops, laptops, printers, ip phones, mobile devices, and other endpoint devices including accessories related to end-user equipment
• Work with ServiceNow application to manage ticket queues, create dashboard and reports
• Reports the following to the Global Deskside Manager and other IT key stakeholders:
  • Weekly Operations Status
  • Monthly team performance
  • Quarterly Operations Review
  • Other ad-hoc report requirements
• Expected to take the lead and be a part of IT continuous improvement initiatives

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or any related field
• At least 5 years of experience in IT desktop support
• At least 2 years of experience in managing a team of technical specialists
• Excellent communication, customer service, and problem-solving skills
• Ability to work in a fast-paced environment with varying shift schedules
• Experience in troubleshooting of IT infrastructure including but not limited to Computers, Network, Printer and Software
• Knowledgeable in Active Directory, Azure AD, O365, Basic IP Telephony and VMWare Horizon Environment, NextThink, ServiceNow, PagerDuty, SolarWinds, IPSentry
• Having ITIL certification and Agile Methodology knowledge is an advantage

For positions requiring access to technical data, Analog Devices, Inc. may have to obtain export  licensing approval from the U.S. Department of Commerce - Bureau of Industry and Security and/or the U.S. Department of State - Directorate of Defense Trade Controls.  As such, applicants for this position – except US Citizens, US Permanent Residents, and protected individuals as defined by 8 U.S.C. 1324b(a)(3) – may have to go through an export licensing review process.

Analog Devices is an equal opportunity employer. We foster a culture where everyone has an opportunity to succeed regardless of their race, color, religion, age, ancestry, national origin, social or ethnic origin, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, parental status, disability, medical condition, genetic information, military or veteran status, union membership, and political affiliation, or any other legally protected group.