.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.Responsibilities:Diagnose and resolve problems through evaluative judgment, troubleshooting and analysisEnsure successful completion of data loads and batch processingParticipate in testing activities, including the creation and execution of basic test scriptsExecute project plan tasksParticipate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancementsEvaluate issues using existing procedures or similar/related experiences; recommend and implementsolutionsExchange ideas and information in a concise and clear mannerAppropriately 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:0-2 years of experience in a Technology Infrastructure roleAbility to communicate technical concepts to a non-technical audienceAbility to work with virtual and in-person teams, and work under pressure or to a deadlineEffective written and verbal communication skillsEffective analytic/diagnostic skillsEducation:Bachelor's/University degree or equivalent experienceKey Responsibilities:Service level indicators analysis, responsible for the success of the committed service level agreement and asset managementVendor performance management through monthly metrics analysis.Coordination of the business as usual field dispatch and supporting projects that require field support duties.5000-7000 monthly average tickets expected to be solved through a managed services contractL1/L2 support for desktops, laptops, workstations and peripheral devices such as printers, scanners, biometricsL1 support for network, video and voice servicesSound judgment for solving non-standard issues and incidents prioritization.Teamwork with the Central Services dispatcher team to seek continuous customer satisfaction improvements.Connect and interact with different vendors and global/regional teams in the incident resolution related to infrastructure issues and internal customer delivery.Interact with end users to understand their needs, deliver proposals or route to the corresponding team to attend these requirements.Broad knowledge of the global operating model and CTI products portfolio available