Network Infrastructure Support Specialist

hace 1 día


San Francisco, Heredia, Costa Rica Citi A tiempo completo

The Infrastructure Analyst 2 is an intermediate-level role responsible for assisting with LAN/WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team.

Our goal is to utilize infrastructure technology knowledge and identified policies to process data, resolve issues, and execute administrative tasks efficiently.

Responsibilities:

  • Provide Senior Tier I Technical Support for Citi's global technology infrastructure.
  • Resolve simple, automated, and scripted incidents.
  • Execute or implement simple, automated, and scripted changes or infrastructure requests.
  • Provide timely responses to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.
  • Troubleshoot and provide client support for technology and infrastructure issues.
  • Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.
  • Document and update incident technical details into ServiceNow ticketing system.
  • Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
  • Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of remediation efforts.
  • Execution of standard operational processes which involve technology and client interfaces.

Qualifications:

  • 1+ years of hands-on enterprise network operations support experience.
  • Advanced understanding of OSI model and troubleshooting of technology-related issues.
  • Advanced understanding of network protocols (to include but not limited to): OSPF, EIGRP, BGP, MPLS, RSTP, STP, HSRP, VRRP, VRF, VTP, DHCP, DNS, CDP, LLDP, ARP, FTP, TFTP.
  • CCNA certification or CCNP level knowledge. CCNP certification is a plus.
  • Advanced English.
  • Able to work well in a fast-paced environment and be comfortable in stressful situations.
  • Can effectively communicate with both management and non-technical personnel on any technology issue to ensure they understand the nature of the issue and current status easily understood on any outage conference calls.
  • Detail-oriented, self-motivated, goal-driven.
  • Advanced familiarity with Cisco IOS and Nexus NX-OS.
  • Intermediate familiarity of Juniper JUNOS and Arista EOS.
  • Intermediate knowledge of load balancer technologies, familiar with F5 and Citrix Netscaler.
  • Familiar with SD-WAN & DMVPN technologies.
  • Familiar with Citi Network PCMs/processes (Internal employees).

Estimated Salary Range: $80,000 - $110,000 per year



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