IT Site Support Engineer

To maintain and support the Windows workstation infrastructure in a controlled and cost-effective manner, ensuring full compliance with corporate standards. The IT Site Support Engineer will ensure all IT infrastructure is working properly and is adequate for business needs. This role involves assisting the Technology Head with day-to-day operations and providing high-quality technical support to bank employees. 

Key Responsibilities 

• Provide comprehensive day-to-day IT support for approximately 200 users at Citibank Ukraine, addressing technical issues and providing user training where necessary. 

• Maintain and support the smooth operation of all bank desktop and telecommunications systems, including approximately 250 desktops and laptops. 

• Manage the full lifecycle of user hardware, including software installation, relocation, and hardware removal. This includes physical support for servers and network equipment (e.g., rack and stack, component replacement). 

• Fulfill requests that require physical exertion, such as moving, installing, and relocating a large quantity of computer equipment and IT hardware. 

• Provide full support for user applications, including Windows 11, Office 365, and other standard system applications, with limited support for specialized banking and business applications. 

• Manage, solve, and analyze problems and incidents, resolving trouble tickets that cannot be handled by the first line of support. 

• Work closely with regional teams to resolve issues, participating in conference calls and escalating country-specific issues as needed. 

• Monitor, track, and implement all necessary patches and updates on core applications in accordance with corporate requirements. 

• Report all IT-related errors and failures to IT and Business management, contributing to their resolution. 

• Perform other technology-related duties as assigned, such as executing controls on equipment inventory and purchases. 

Qualifications and Experience 

Required: 

• Education: Higher professional degree in a technical field. 

• Language Proficiency: Fluent in Ukrainian and at least an intermediate level of proficiency in both written and verbal English. 

• Technical Skills: 

• Good understanding of computer hardware, networking, communication tools, and the hardware layer for desktops/laptops and computer peripherals. 

• Strong knowledge of Windows operating systems (Windows 11) and Microsoft Office technologies (Office 365). 

Soft skills:

• Excellent communication skills, with the ability to clearly and coherently express views both orally and in writing. 

• Strong problem-solving abilities and a logical mindset. 

• Ability to work effectively in a fast-paced, changing, and stressful environment. 

• Highly motivated, diligent, and a collaborative team player. 

• High degree of self-organization and ability to plan activities effectively. 

Desirable (A Plus): 

• Previous experience in an IT role. 

• Professional IT certifications (e.g., Cisco, Microsoft). 

• Knowledge of banking systems, including NBU clearing, payment, and reporting systems. 

• Will ensure all IT infrastructure is working properly and is adequate for business needs. This role involves assisting the Technology Head with day-to-day operations and providing high-quality technical support to bank employees.