Field Support Spec - Technical.ly

Field Support Spec Overland Park, KS

PNC Financial Services |  Overland Park, KS | IT

Job Description
Company Culture
Technical.ly Coverage

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. As a Field Support Specialist within PNC’s organization, you will be based Kansas City Missouri.

This position will follow a Shift (Monday – Friday)

• This position will follow a day shift Monday – Friday from 8:00 am – 5:00 pm EST

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

The successful candidate should possess knowledge of

  • Network skills
  • Computer skills
  • Laptop experience
  • Desktop experience
  • Technical skills
  • Routers and switches
  • Good communication skills
  • Infrastructure support
  • Dell or Lenovo
  • Telco Circuits

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.

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What types of opportunities exist for technologies at PNC?

Our Technology & Innovation line of business focuses on achieving a strategic advantage for PNC by partnering with business areas to develop innovative products and services.

Enterprise functions span security, including disciplines such as cybersecurity and fraud management, technology risk management, strategic services and infrastructure services. Our enterprise innovation function empowers a culture of innovation, employing design thinking practices, innovation incubators, API ecosystems and intelligent automation to deliver a differentiated customer experience.

What is Pittsburgh, PNC’s headquarters city, like?

Pittsburgh has become an incredible hub for technology and innovation. Being in the heart of the city, we are surrounded by world-class research universities and startups. The energy of the city, combined with the entrepreneurial spirit of its residents, make Pittsburgh a great place to live and work.

What are PNC’s tech goals?

Our customers increasingly prefer to use online, mobile and ATM channels to complete their financial transactions. To meet their expectations, we invest in new ideas and evolving technology. By driving innovation at a faster pace, we believe that we may fundamentally change the way banking is done.

Tell us about PNC’s values.

We have seven core values: customer focus, diversity and inclusion, integrity, performance, quality of life, respect and teamwork. No one value is more important than another; rather, they — together — represent who we are. Our values are critical to our success, and that of our employees, customers and the communities we serve.

What kinds of skills and qualities do you look for in job candidates?

We look for people with a solid, well-rounded understanding of technology. Not just what languages and frameworks do, but how they’re different and which one is more aligned to resolve a customer’s needs. We want to see that candidates understand how to assess quality and understand the logic behind what technology does and why that is important.

In terms of soft skills, we look for people who are excited to do a deep dive into technology, to truly understand the ins and outs of what they do. We want people who communicate clearly and work well with a team.

It’s also important that people are open to trying new things, embracing the lessons learned from what doesn’t work, and adapting to new plans quickly and with enthusiasm.

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