Field Support Spec

PNC Financial Services Group, Inc. Pittsburgh , PA 15201

Posted 4 weeks ago

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success.

As a Field Support Specialist within PNC's organization, you will be based in Pittsburg PA.

The ideal candidate will have the following qualifications

  • Minimum 2 to 4 years of experience in user support.

  • Relative industry certifications preferred including:

  • CompTIA (Network+, Security+)

  • Microsoft and Azure Windows certifications (MCSA, MCSE, MCP)

  • 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 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.

Job Description

  • Provides guidance and on-site support for installed products or applications, for a large site or multiple sites.

  • Provides technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation and usage.

  • Analyzes the customer's technical environment and explains complex issues to customers in order to maintain customer satisfaction.

  • Observes and reports on activities used to support customers; provides ideas, input, and innovation throughout the development process.

  • Provides technical support to sales and marketing, and training to customer staff.

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

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.

Work Experience

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="" and="" experience="" (including="" military="" service)="" may="" be="" considered.="" education="" bachelors="" additional="" job="" description="" *="" benefits="" pnc="" offers="" employees="" a="" comprehensive="" range="" of="" benefits="" to="" help="" meet="" your="" needs="" now="" and="" in="" the="" future.="" depending="" on="" your="" eligibility,="" options="" for="" full-time="" employees="" include="" 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;="" maternity="" and="" parental="" leave;="" paid="" holidays,="" vacation="" days="" and="" occasional="" absence="" time;="" 401(k),="" pension="" and="" stock="" purchase="" plans;="" dependent="" care="" reimbursement="" account;="" back-up="" child/elder="" care;="" adoption="" assistance;="" educational="" assistance="" and="" a="" robust="" wellness="" program="" with="" financial="" incentives.="" to="" learn="" more="" about="" these="" and="" other="" programs,="" including="" benefits="" for="" part-time="" employees,="" visit="" pncbenefits.com="" /> New to PNC.

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday

  • Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

ArrayAs a Field Support Specialist within PNC's organization, you will be based in Pittsburg PA. Provides guidance and on-site support for installed products or applications, for a large site or multiple sites. Provides technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation and usage. Analyzes the customer's technical environment and explains complex issues to customers in order to maintain customer satisfaction. Observes and reports on activities used to support customers; provides ideas, input, and innovation throughout the development process. Provides technical support to sales and marketing, and training to customer staff. 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. Customer Support Service Agreements

  • Knowledge of and ability to adhere to existing customer support service agreements and the associated support levels and activities. 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. Performance Measurement and Tuning

  • Knowledge of and the ability to monitor, measure, and optimize individual and combined utilization of hardware, software and telecommunications components. Workflow Analysis

  • Knowledge of and ability to manage IT work activities, processes and progress within a system to improve organizational efficiency and effectiveness. service request management process, infrastructure, hardware infrastructure, telecommunications, communication, training, software development, mac os, security+, active directory, enterprise risk management framework, business, innovation, problem-solving, onedrive, service request management, network+, managing risk, dns, software installation, active listening, vmware horizon, organization, organizational, informatica, it systems, oracle, systems software infrastructure, networking, python, ensure quality, mcp, customer needs, software architecture, technical support, it project management, platforms, pingid, toad, workflow analysis, windows os software, windows os, hiring practices, ibm mq, routers, it systems management, teradata, customer satisfaction, assessing, high standards, troubleshooting methodology, excellent organization, intellij, vmware horizon management console, sql server, ability to plan, it service management, hardware, user support, focused, cisco anyconnect, microsoft, azure, business operations, it system, dhcp, organize, end user support, mac os software, Help Desk Support Technician, Field Service Support Engineer, Desktop Support Technician & Field Support Technician & Software Installations

  • Encryption Windows, Engineering Support Technician, Technical Support Technician, Desktop Support Technician II, Technical Support Specialist, Technology Support Engineer, Engineering Technology Support, Information Technology Support Technician

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Field Support Spec

PNC Financial Services Group, Inc.