• Job Description

  Req#: 23716514

  About Citi:

  Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides 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, transaction services, and wealth management.

  As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

  Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

  About Our Team:

  Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi’s operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

  CTI End User Services is seeking an Apple Mac OS Support Analyst to join our Global Operations Level 3 Support Team. The focus of this position is to provide macOS and JAMF support expertise to Citi’s global Apple Mac end user population. The successful candidate for this position will be expected to collaborate and work with our internal macOS, JAMF and Security Engineering teams as well as Citi’s Apple Mac Product Management partners.

  Currently Citi are approaching 2500 JAMF managed Apple Mac devices globally. This population is expected to grow to 7000 in 2024 due to the demand for macOS from Citi’s developer population. Citi’s macOS population are predominantly iOS and Android developers for mobile apps with the growth expected to come from general software developers. Other functions that rely on Citi’s Apple Mac platform are the Design and Creative teams who own the production of printed marketing materials, the creation and testing of web sites, and video production. The remainder of Citi’s Apple Mac population consists of engineering support, testing, and quality control for internal and external client facing applications and systems.

  
  Responsibilities:

  The following are a list of responsibilities that are expected of the successful candidate for this role. The core responsibilities are as follows but not limited to this list:

  • Provide support to resolve end user incidents using available diagnostic tools. If the situation requires leverage expertise outside of the immediate team to make sure service is reinstated as quickly as possible.
  • Ensure compliance with Risk, Controls and Governance processes whilst taking a commercial and practical approach to customer support challenges
  • Manage incidents and service requests within Citi’s ITSM through the ticket’s lifecycle within agreed SLA’s. Ensure you communicate openly so that the end user is regularly updated.
  • Ensure Citi’s Apple Mac devices are built, configured, patched and maintained within Citi’s certified build standards.
  • Support and collaborate with Citi’s macOS, JAMF, Security and Product Management teams for advanced troubleshooting, release testing and product roadmap input.
  • Provide root cause analysis for major incidents that cause ongoing or prolonged service interruption.
  • Work as part of a team and serve as the technical point of contact for assigned projects.
  • Create or update existing Knowledge Base articles or process related documentation.
  • Provide relevant training to Citi’s Service Desk and Site Support partners.

  
  Required Experience:

  The following is a list of required experience that is expected of the successful candidate for this role.

  • Extensive troubleshooting experience for all technical aspects of macOS and JAMF Pro.
  • Experience of working within a corporate environment supporting Apple Mac hardware, packaged software and network related issues.
  • Background in troubleshooting Active Directory\Azure, Exchange and Microsoft Office 365 related problems.
  • Strong knowledge of supporting the integration of the Apple developer toolset within macOS.
  • Proven track record of supporting end users that are geographically dispersed.
  • Knowledge of device management from a cloud-based service, preferably Microsoft Endpoint Manager (formerly Microsoft Intune) and/or JAMF Cloud.
  • Exceptional customer service skills, with the ability to manage difficult support situations with a calm and methodical approach.
  • Ability to communicate effectively to internal clients through all available mediums (verbal, listening, writing and presenting)
  • Required to update and produce support documentation relating to department processes or Knowledge Base articles.
  • Knowledge of security and monitoring applications such as JAMF Protect, Cososys, Crowdstrike, Symantec DLP, Qualys, Tanium and DTEX.

  Required Competencies:

  The following is a list of competencies that are expected of the successful candidate for this role. The required competencies are as follows but not limited to this list:

  • Presentable with the ability to communicate effectively across all levels of the organization.
  • Excellent organizational and time-management skills.
  • Able to maintain composure and customer focus while troubleshooting and solving issues.
  • Strong personal growth mindset, energy, resilience and drive to succeed.
  • Agile and flexible approach with the ability to adapt quickly to changing requirements in a fast-paced environment.
  • Able to operate as part of small team but be motivated to self-manage personal deliverables.
  • Team player who puts the best interests of the wider team before their own.
  • Willingness to stay on the leading edge of technology by learning new technologies.

  Required Competencies:

  • Bachelor’s/University degree or equivalent experience.
  • macOS Support certification.
  • JAMF 300 or 400 certification.

  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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  Primary Location:

  Irving Texas United States

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  Primary Location Salary Range:

  $96,400.00 - $144,600.00

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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 .

  View the "EEO is the Law " poster. View the EEO is the Law Supplement .

  View the EEO Policy Statement .

  View the Pay Transparency Posting

• About the company

  While we're a global bank, our mission is simple: We responsibly provide financial services that enable growth and economic progress. We strive to earn and maintain the public's trust by constantly adhering to the highest ethical standards. We ask our colleagues to ensure that their decisions pass three tests: they are in our clients' interests, create economic value, and are always systemically responsible. When we do these things well, we make a positive financial and social impact in the communities we serve and show what a global bank can do.

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