Network Infrastructure Analyst 1 C09
Heredia, Costa Rica
hace 5 días

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 :

  • 1-2 years of hands on enterprise network operations support experience
  • Intermediate understanding of OSI model and troubleshooting of technology related issues
  • Intermediate 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 level knowledge and experience (at least 1yr, CCNA certification as a plus)
  • 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
  • Intermediate familiarity with Cisco IOS and Nexus NX-OS,
  • Daily Tasks :

  • Troubleshoot and resolve hardware related issues across Cisco, Nexus, Arista, and Juniper devices
  • Perform hardware replacements for non-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
  • 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
  • Perform all triage functions
  • Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - CR

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