The Infrastructure Senior Technology Analyst is an intermediate level role responsible for providing daily onsite user support of Telephony products including Cisco and Avaya phones, Cisco Jabber, Zoom Phone, Modular Messaging and Polycom Headsets. The overall objective is to use infrastructure technology knowledge and identified policies to resolve issues and execute support tasks.
**Responsibilities:**
+ Perform daily onsite telephony support for multiple high level businesses including user Moves, Adds, Changes, deletes (MACD) including trouble tickets for Cisco and Avaya phones and Polycom Headsets
+ Manage all end user requests MACD orders and trouble ticket queues
+ Acknowledge and address orders and tickets to meet SLAs
+ Complete all MACD orders to meet SLAs
+ Coordinate testing of installed solution with customer environment
+ Liaison with other local technology support teams
+ Understanding voice operations, testing and validation
+ Contribute to technical direction and strategic decisions
+ Has the ability to operate with a limited level of direct supervision.
+ Can exercise independence of judgement and autonomy.
+ 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.
**Qualifications:**
+ 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
+ Knowledge of Zoom Telephony, Cisco and Avaya PBX hardware up to and including Avaya CM 6.3 and Cisco CUCM 10.5 Releases, Cisco phones (model 8861) and Polycom Headsets
+ Knowledge of telephony adjuncts; including Cisco Jabber, Modular Messaging and Zoom Phone
+ 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
+ Has the ability to operate with a limited level of direct supervision.
+ Can exercise independence of judgement and autonomy.
+ Experience in a Financial Services or large complex and/or global environment preferred
+ Experience of customer support in a time-critical environment solving time critical production issues and problems.
+ Effective written and verbal communication skills.
+ Effective analytic/diagnostic skills
**Education:**
+ Bachelors/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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**Job Family Group:**
Technology
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**Job Family:**
Infrastructure
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**Time Type:**
Full time
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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.
Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
