$55000 - $95000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
Job ID: R145322
JOB DUTIES REQUIRED FOR THIS POSITION:
The candidate that fills this role will have excellent customer service, documentation and network troubleshooting skills. Most issues should be resolved with first contact resolution. You must possess a solid understanding of the OSI model and have several years of network support experience at layer 1 through 3.
• Strong leadership skills with the ability to help lead technical situation calls and ensure that team is driving to root cause.
• Must be organized and able to create and follow process to ensure expedient incident resolution and a consistent client experience.
• Self-directed with the ability to assess the environment and take action
• Strong communication skills with the ability to drive incident resolution and provide timely client updates.
• Strong documentation skills required for both knowledge creation and proper ticket escalation.
• Strong collaboration skills required to work with others to drive issue resolution and to provide knowledge sharing with peers.
• Ability and desire to lead shift staff meetings and provide initial staff escalations.
• Innovative, proactive, and process-oriented mindset that is focused on generating ideas and executing initiatives to drive team efficiencies.
Job Description
Administers, executes processes/procedures and addresses issues for products and services supported in Technology Infrastructure. May support analysis and report generation, exception processing and service management. Implements new products, services, and operational solutions as well as augments existing capabilities.
Performs advanced administration requiring sound and thorough knowledge of specified operational products /services.
Provides technical operational, analytical and research support to technical teams through both written and verbal communications.
Drives incident resolution and root cause analysis of production problems.
Develops and maintains technical, operational and service procedures, as well as process workflows for operational/applications teams.
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Competencies
Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.
IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
Process Management – Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Server Software – Knowledge of and ability to configure, install, and support the functions, features and facilities of multi-user operating systems to manage network resources.
System and Technology Integration – Knowledge of the features and facilities of systems, and the ability to integrate and communicate among applications, databases and technology platforms.
Systems Software Infrastructure – Knowledge of software technology, and the ability to plan global, regional and local software architecture and infrastructure components.
System Testing – Knowledge of and the ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.
System Testing Tools – Knowledge of and the ability to use tools and techniques for automating, simplifying and enhancing system testing.
Work Experience
Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Communication
Leadership
Learning/adaptability
Self-management
Organizational
Problem solving
Others
2 years
Technology
On going position
General Location, within a limited area