**Job Description**:
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. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.
**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 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+ 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, EVPN, VXLAN, SEGMENT ROUTING
- 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 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
- 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 the SD-WAN & DMVPN technologies.
- Familiar with the Citi Network PCMs/processes (Internal employees)
Daily Tasks:
- Resident expert on how to troubleshoot and resolve hardware issues across all vendors (Cisco, Nexus, Arista, Juniper, F5, Citrix, Checkpoint, Palo Alto)
- Perform hardware replacements for any environment, including critical environments
- Troubleshoot software or configuration related issues for Cisco, Nexus, Arista, and Juniper devices
- Adhere to operating procedures and identify any breaches of the process in normal handling of incident tickets
- Execute network failovers for all routing protocols, especially BGP, OSP, and EIGRP
- Perform network checkouts
- Identify and remediate 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
- Act as WFC Deputy/Backup Lead as necessary
- Train junior team members on becoming qualified L1s
- Perform Change Coordinator tasks/role as necessary.
- Perform QA functions as necessary.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- **Job Family Group**:
Technology
- **Job Family**:
Infrastructure
- **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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