IT Support Engineer

hace 1 día

Heredia, Costa Rica Citi A tiempo completo

The IT Support Engineer is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

**Responsibilities**:

- The IT Support Engineer provides technical and business support for users of Citi Applications.
- Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
- Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
- Act as a liaison between users/traders, interfacing internal technology groups and vendors
- Participates in disaster recovery testing
- Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
- Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
- Exchanges ideas and information
- Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
- Performs other duties and functions as assigned in a concise and logical manner.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 2-5 years experience in similar roles with knowledge in relational data bases and linux (bash or powershell)
- Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
- Participation in some process improvements.
- Previous experience or interest in standardization of procedures and practices.
- Basic Business knowledge/ understanding of financial markets and products.
- Knowledge/ experience of problem Management Tools.
- Understands of how own sub-function integrates within the function and commercial awareness
- Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence
- Good customer service, communication and interpersonal skills
- Good knowledge of the business and its technology strategy
- Consistently demonstrates clear and concise written and verbal communication skills
- Knowledge of issue tracking and reporting using tools
- Good all-round team member
- Effectively share information with other support team members and with other technology teams
- Ability to plan and organize workload
- Ability to communicate appropriately to relevant stakeholder
- Bachelor’s/University degree or equivalent experience
- B2 English Level or above

**Additional Job Description**
- Working knowledge/practical experience with Production Support area is a plus
- Knowledge on monitoring like ITRS is considered as a super plus
- Knowledge on data analysis is a plus.
- Knowledge on operating system scripting is a super plus.
- Knowledge on file transmission tools and job scheduling tools such as Connect Direct (NDM)/SFTP and AUTOSYS is a plus;
- **Job Family Group**:
Technology
- **Job Family**:
Applications Support
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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