Job Title: Desktop/Voice/Networks Support Engineer
Reference: 13009080
Location: Lagos, Nigeria
Organisation: Citi Bank
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management.
Job Purpose:
• Support, plan, organize, monitor and control the usage of desktop applications, personal computers, servers, local area networks, and telecommunications facilities in Citibank Nigeria Limited.
• Organize and control the development of PC- and server-based systems to support customer service, workflow efficiency and the conduct of other business objectives in Citibank Nigeria Limited.
• Coordinate project management and vulnerability threat management on applicable technology platforms.
Key Responsibilities:
• Carry out routine desktop/voice/server/network support operations in consonance with corporate policies and procedures to the extent of maintaining acceptable audit standards.
• Provide support for the voice/server/network infrastructure of the bank and carry out routine preventive maintenance on all servers, networks, and telecommunications equipment ensuring timely resolution of all user issues related to the named infrastructure.
• Provide technical support for electronic banking products, services of the bank, assist in educating the user community in the optimal usage and application of technology for business purposes
• Ensure availability & currency of documentation on level 4 processes pertaining to voice/server/network infrastructure.
• Understand, enforce compliance and control relating to all relevant regulatory, policy & procedural requirements within the domain of desktop support, voice support, vulnerability threat management, and projects.
• Organize and coordinate the daily workflow within the desktop/voice support team.
• Collaborate with regional/global support teams to achieve satisfactory service levels for technology support to the users.
• Maintain good working relationships with all external parties relevant to the technology support function
• Ensure that desktop/voice infrastructure supports customer service and the conduct of business in all branches based on agreed service levels.
• Document all relevant maintenance contracts and service level agreements.
• Assist the Technology Head in planning and implementing all technology projects and non-routine efforts. This involves process reengineering, management, and implementation. Ensure project documentation is maintained in line with institutional standards.
Business Relationships:
Internal:
• Users of technology systems in Citibank Nigeria Limited and Citibank Ghana Representative Office as well as Citibank branches in West Africa sub cluster.
External:
• External Support Groups (One Touch, Wipro, Global Network Command Centre, EMEA Messaging Support, EMEA Avaya IPT), as well as local vendors and technology service providers.
Training and Experience
• University Degree in Applied Numerate Science or Engineering;
• Advanced degree or professional qualifications is preferred but not compulsory
• 5-7 Years relevant experience
Skills:
• Strong interpersonal and communication skills
• Focused and Results oriented
• Good team player
Core Competencies:
• Knowledge of PC hardware and software, LAN/WAN, and telecommunications in general
• Understanding of risk, controls, compliance and regulatory issues and policies
• Anticipate issues before they arise, advising possible scope and impact
• Strong understanding of customer expectations
• Self starter with excellent execution skills
• Ability to produce high quality output under pressure
• Strong ability in handling multiple tasks
• Proven ability to deliver on stretch goals
Citi is an Equal Opportunities Employer
Primary Location: EMEA-Nigeria
Schedule: Full-time
Education Level: Bachelor's Degree
Shift: Day Job
Employee Status: Regular
Travel: No
Office Location / Address: Citibank Nigeria Limited. Charles S. Sankey House, 27, Kofo Abayomi Street, Victoria Island, Lagos.
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