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Infrastructure Analyst 2

https://www.citi.com/ Logo

Citi

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Location:
Costa Rica , Heredia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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.

Job Responsibility:

  • Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis
  • Ensure successful completion of data loads and batch processing
  • Participate in testing activities, including the creation and execution of basic test scripts
  • Execute project plan task
  • Participate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements
  • Evaluate issues using existing procedures or similar/related experiences
  • recommend and implement solutions
  • Exchange ideas and information in a concise and clear manner
  • Appropriately assess risk when business decisions are made
  • Provide Level2 Technical Support for Citibank's global network with a focus on network infrastructure in the Americas region
  • Provide 'Break/Fix' support of standard enterprise Cisco Internetworking Technology solutions
  • Provide 'Break/Fix' support for Internetworking technology infrastructure solutions such as Load Balancers (F5 and Citrix), Juniper Routers, DNS (QIP/IPAM), VoIP Appliances (Avaya), WiFi/Wireless communications support, SDWAN
  • Provide timely response to escalations from internal colleagues within CTI, Citi business clients, vendors, and others
  • Coordinate conference calls to conduct in depth technical reviews on ongoing incidents
  • Represent NSS on conference calls for business impacting incidents
  • Drive major incident conference calls as a representative of NSS
  • Maintain focus and poise for the duration of the major incident support cycle
  • Collaborate with NSS Level3 Support, NSS SMEs, SDMs, Vendor Support Teams etc.
  • Communicate with NSS Management to provide frequent status updates

Requirements:

  • 3+ years of experience in providing network operations support
  • Experience supporting a network with 1000+ nodes is preferred
  • NOC (Network Operations Center) experience is highly preferred
  • Intermediate level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
  • Intermediate level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit
  • Intermediate level working knowledge of Cisco/Juniper/Arista routers and switches, SDWAN technology and Cloud services platform
  • Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
  • Cisco Certified Network Professional (CCNP) is highly preferred and required within 1 year of hire
  • Cisco Certified Network Associate is preferred (CCNA)
  • Juniper Networks Certified Internet Associate/Specialist/Professional (JNCIA, JNCIS, JNCIP)
  • Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3)
  • Ability to communicate technical concepts to non-technical audience
  • Ability to work with virtual and in-person teams, and work under pressure or to a deadline
  • Effective analytic/diagnostic skills
  • Fluent English

Nice to have:

  • Developer skills such as Python
  • Language Skills beyond English are a plus (Spanish, Portuguese)

Additional Information:

Job Posted:
November 26, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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