Desktop / Voice / Networks Support Engineer Job at Citi Bank - Nigeria

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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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