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Citi Logo Citi · IT - Administration

Infrastructure Analyst 2

Costa Rica, Heredia · Job Posted April 01, 2026
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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, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
  • Provide Level2 Technical Support for Citibank’s global network with a focus on network infrastructure in the Americas region: 85% ‘Break/Fix’ support of standard enterprise Cisco Internetworking Technology solutions
  • Provide 15% ‘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, Other small pockets of both new and legacy internetworking technologies
  • 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
  • Major Incident Support
  • Represent NSS on conference calls for business impacting incidents which may or may not be due to a failure in NSS managed technology infrastructure
  • Drive major incident conference calls as a representative of NSS through consistent, professional, and highly assertive communication
  • Maintain focus and poise for the duration of the major incident support cycle and work through all challenges with a results-oriented attitude and relentless focus on enhanced customer service through rapid incident resolution
  • Collaborate with NSS Level3 Support, NSS SMEs, SDMs, Vendor Support Teams etc. with the goal of aligning all parties towards achieving incident resolution as quickly as possible
  • Communicate with NSS Management to provide frequent status updates regarding the technical issue, status of the remediation efforts, and ongoing business impact

Requirements

  • 0-2 years of experience in a Technology Infrastructure role
  • 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 written and verbal communication skills
  • Effective analytic/diagnostic skills
  • Bachelor’s/University degree or equivalent experience
  • 3+ years of experience in providing network operations support
  • 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
  • Fluent English

Nice to have

  • Experience supporting a network with 1000+ nodes
  • NOC (Network Operations Center) experience
  • 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)
  • Developer skills such as Python
  • Language Skills beyond English are a plus. Areas of need: Spanish, Portuguese
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