Technology Solution Center Specialist

PNC is a company that values its people as its greatest differentiator and competitive advantage. The Technology Solution Center Specialist will provide support and complex problem resolution for technology products and applications, engaging with vendors and maintaining network systems to meet specific requirements.

Responsibilities

• Provides support and complex problem resolution for technology products and applications
• Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware
• Manages and performs complex business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements
• Engages and assists vendors for technology implementations and resolving issues
• Maintains and upgrades network systems for specific requirements, as needed
• Executes change requests to implement and refresh technology
• Resolves incidents and fulfills requests in accordance with knowledge documentation
• Serves as a mentor while coaching team members and leading knowledge sharing initiatives

Skills

• Good technical knowledge across all pillars of corporate IT(SCCM Client Center), including email, AV, videoconferencing, networking, security, software development support, etc
• Experience with troubleshooting installation, configuration, or any other issues related to Eclipse, Informatica, IntelliJ, IBM MQ WebSphere, SQL Server, Teradata, Oracle, IRAD, Python, Git, Toad, or any other development tool(s)
• Experience with ServiceNow
• Experience with VMware Horizon Management Console and end user support
• Extensive experience with Cisco AnyConnect Secure Mobility Client connection, installation, troubleshooting (PingID, PingID Admin Center)
• Experience with Mac OS Software, O365 (Office Suite with OneDrive, OneNote), Zoom, WebEx, and Microsoft Teams in an enterprise environment
• Experience with Windows OS Software, O365 (Office Suite with OneDrive, OneNote), Zoom, WebEx, and Microsoft Teams in an enterprise environment
• Experience with Active Directory and LDAP
• Basic networking experience; understanding of wireless, switches, routers, DHCP, DNS, and IP protocols
• Basic experience with Streamline NX Printer Management
• Experience with troubleshooting any software related issue without assistance by applying troubleshooting methodology on unfamiliar systems
• Excellent organization, communication, problem-solving, and active listening skills
• Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions
• Knowledge of and ability to adhere to existing customer support service agreements and the associated support levels and activities
• Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments
• Knowledge of an organization's IT purposes, activities and standards; ability to create an effective IT environment for business operations
• Knowledge of and the ability to plan, organize, monitor and control IT projects ensuring the utilization of technical resources to better achieve project objectives
• Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services
• Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance
• Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests
• Knowledge of software technology, and the ability to plan global, regional and local software architecture and infrastructure components
• Knowledge of telecommunications platforms and the ability to plan the global, regional and local telecommunications architecture for infrastructure components
• Knowledge of and ability to manage IT work activities, processes and progress within a system to improve organizational efficiency and effectiveness
• Roles at this level typically require a university / college degree with
• Bachelors
• Relative Industry Certifications Preferred Including CompTIA (Network+, Security+), Microsoft and Azure Windows certifications (MCSA, MCSE, MCP)
• Customer Solutions, Data Architecture, End Users, Problem Resolution, Technical Support

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature)
• Dental and vision options
• Employee and spouse/child life insurance
• Short and long-term disability protection
• 401(k) with PNC match
• Pension and stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• A robust wellness program with financial incentives
• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• Between 15 to 25 vacation days each year, depending on career level and years of service

Company Overview