Jr. Level 1 Network Technician

hace 1 semana

Heredia, Costa Rica Citi A tiempo completo

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and, in our clients’, best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers’ client and partner processes to deliver excellence through secure, reliable, and controlled services.

Citi Technology Infrastructure provides the critical technical foundation for Citi’s operations and is responsible for delivering IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured platforms and data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

**Job Summary**:
The GCCS Jr. Level 1 Network Analyst is an individual contributor support role in which required experience must fall within Network Operations. The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

**Responsibilities**:

- Provide 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 response 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 the remediation efforts.
- Execution of standard operational processes which involve technology and client interfaces.

**Qualifications**:

- 1 year of hands-on or lab/classroom experience with IT networking
- Intermediate understanding of OSI model and troubleshooting of technology related issues
- Beginner level 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
- CCENT to CCNA level knowledge and experience
- Able to work well in a fast paced environment and be comfortable in stressful situations
- Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
- Detail oriented self-motivated goal driven
- Beginner level familiarity with Cisco IOS
- English level 85% +

**Daily Tasks**:

- Assist in troubleshooting/resolving hardware related issues across Cisco and Nexus devices
- Assist in hardware replacements for non-critical environments
- Troubleshoot software or configuration related issues for Cisco and Nexus devices
- Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
- Execute network failovers for BGP, OSP, and EIGRP environments
- Identify possible major impacting events within the network
- Work with vendors across the technology to provide the highest possible uptime rate of network services
- Quickly identify the layer 1 and 2 connections to an IP address
- Perform low-priority triage functio

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