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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].
Job Profile
Position OverviewAt 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 an Technology Specialist, Sr within PNC's Site Reliability Center (SRC), you will be located in Phoenix, AZ, Dallas, TX, Birmingham, AL or Pittsburgh, PA. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.
The required schedule is Monday-Friday 11:00 PM (EST) to 7:30 AM (EST)
TECHNICAL / KNOWLEDGE REQUIREMENTS:
•WAN links such as T1, T3, MPLS, GigE, and broadband
•Cisco Routers: Hardware & software
•Layer 2 protocols such as Vlans, Spanning Tree,
•Layer 3 routing protocols such as eigrp, bgp, ospf
•TCP/IP and related protocols
•Basic knowledge of network packet capture tools such as Wireshark, WildPackets, etc.
•ITIL Foundations or experience with concepts such as Request, Incident, Problem and Change
•CCNA required
•CCNP preferred
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.
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:
If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and select Option 4: Recruiting for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.
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
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