End User Services

The Infrastructure Analyst 2 is an intermediate level role responsible for providing Trade Floor End User Services Support including desktop, trading turret, IP phone, collaboration tools, market data services, relevant technical guidance, and security in coordination with the Technology Infrastructure teams. The overall objective is to use infrastructure technology knowledge and identified policies to process requests, resolve issues and execute administrative tasks.

**Responsibilities**:

- Provide technology deskside support to trade floor users. Perform rotational stagger shift duty between 1:30am to 7pm.
- Act as point of contact for technology related issues for business. Take ownership of technology issues, tasks and ad-hoc queries. Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis.
- Responsible for gathering, compiling and synthesizing information with regard to technology processes or systems; creates and prepares reports.
- Research chronic problems thoroughly, test solutions and make recommendations to users where applicable.
- Coordinate with other IT disciplines (Networks, Distributed Computing, Messaging, Customer Services Center, etc) for service delivery where applicable. Escalate errors/queries reported by users to Technology functional teams if unable to resolve the case in a timely manner.
- Coordinate with various parties (including vendor, firewall team, proxy team, network team) for 3rd party connectivity.
- Work with cross functional teams to resolve processes issues, escalation issues, etc, and fine tune the processes where need be.
- Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams. Exchanges ideas and information in a concise, logical and clear manner.
- Act as point of contact with vendors for problem resolution on systems.
- Handle technology related inventory and purchases. Work with Procurement team and involve in RFP for vendor selection, where needed.
- Own and update documentation for team’s supported processes.
- Remediate and track all vulnerability threat for supported devices.
- Participate in testing activities, including the creation and execution of basic test scripts.
- Participate in control activities (risk assessment, self-assessment, COB, audit, etc.) and make recommendations for enhancements.
- Support business for their business continuity plan.

**Qualifications**:

- Minimum 6 years of relevant work experience in banking/financial industry.
- Prior experience in supporting trade floor environment preferred.
- 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
- MCSE (Microsoft Certified System Engineer) and/or MCSA (Microsoft Certified System Administrator) is a plus.
- Strong knowledge for Microsoft Operating Systems like Windows 10.
- Knowledge for MAC OS is a plus.
- Good understanding of MS Office Suite.
- Strong desktop hardware and software troubleshooting skills.
- Experience in supporting handheld devices.
- Basic networking knowledge is a plus.
- Must be a solid team player with strong interpersonal skills.
- Able to work independently on a variety of simultaneous projects and think “out-of-the-box”.
- Scripting skills is an advantage.
- Strong analytical mind, resourceful, great initiative and effective written and verbal communication skill is a must.
- Able to identify, escalate and resolve problems in timely manner.

**Education**:

- Bachelor’s/University degree or equivalent experience in Information Technology, Computer Engineering or related disciplines.

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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