Technology Solution Center Specialist at PNC · Home…

Summary: PNC is a leading financial services company committed to delivering the best experience for customers. The Technology Solution Center Specialist will provide support and complex problem resolution for technology products and applications, manage business process analysis projects, and assist vendors for technology implementations. 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 Required Qualifications: - 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 - Customer Support Policies, Standards and Procedures – Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions - Customer Support Service Agreements – Knowledge of and ability to adhere to existing customer support service agreements and the associated support levels and activities - Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments - IT Environment – Knowledge of an organization's IT purposes, activities and standards; ability to create an effective IT environment for business operations - IT Project Management – Knowledge of and the ability to plan, organize, monitor and control IT projects ensuring the utilization of technical resources to better achieve project objectives - IT Service Management (ITSM) – 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 - IT Systems Management – Knowledge of and ability to utilize a variety of technical tools and techniques to guarantee service availability and ensure IT system performance - Performance Measurement and Tuning – Knowledge of and the ability to monitor, measure, and optimize individual and combined utilization of hardware, software and telecommunications components - Service Request Management Process – Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests - Systems Software Infrastructure – Knowledge of software technology, and the ability to plan global, regional and local software architecture and infrastructure components - Telecommunications – Knowledge of telecommunications platforms and the ability to plan the global, regional and local telecommunications architecture for infrastructure components - Workflow Analysis – 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 < 1 year of professional experience and/or successful completion of a formal development program - In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered - Bachelors Preferred Qualifications: - 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 Required Skills: CompTIA Network+, CompTIA Security+, Microsoft MCSA, Microsoft MCSE, Microsoft MCP, Azure Windows certifications, SCCM Client Center, Email systems, Antivirus software, Videoconferencing tools, Networking, Security, Software development support, Eclipse, Informatica, IntelliJ, IBM MQ WebSphere, SQL Server, Teradata, Oracle, IRAD, Python, Git, Toad, ServiceNow, VMware Horizon Management Console, Cisco AnyConnect Secure Mobility Client, PingID, PingID Admin Center, Mac OS Software, Microsoft Office 365, OneDrive, OneNote, Zoom, WebEx, Microsoft Teams, Windows OS Software, Active Directory, LDAP, Wireless networking, Switches, Routers, DHCP, DNS, IP protocols, Streamline NX Printer Management, Troubleshooting methodology 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