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.

This position can we based in Richmond or Ashburn VA. Responsibilities require time in the office or in a field on a regular basis. Some responsibilities can be performed remotely. Additional locations may be considered.

Work Schedule: The position will be Friday, Saturday, Sunday, Monday 4pm until 2:30am EST.

As a Technology Specialist Sr., in the Enterprise Network Services team, you will provide level 2 Network support in a 24 by 7 enterprise production environment.
Your primary focus is on employee and system incident resolution and taking escalations from the NOC Infrastructure Specialist. You will be responsible for proactive network monitoring, knowledge documentation creation and helping to drive root cause on Problem task assigned to our team.
You will report to the Enterprise Network Services (ENS) Operations Manager.

JOB DUTIES REQUIRED FOR THIS POSITION:
The candidate that fills this role will have excellent customer service, documentation, and network troubleshooting skills. Most issue 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.


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 preferred
• CCNP preferred

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

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.

Competencies

Hardware Infrastructure – Knowledge of and the ability to design, implement and integrate IT hardware for its use in business environments.IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.Process Management – Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.Server Software – Knowledge of and ability to configure, install, and support the functions, features and facilities of multi-user operating systems to manage network resources.System and Technology Integration – Knowledge of the features and facilities of systems, and the ability to integrate and communicate among applications, databases and technology platforms.Systems Software Infrastructure – Knowledge of software technology, and the ability to plan global, regional and local software architecture and infrastructure components.System Testing – Knowledge of and the ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.System Testing Tools – Knowledge of and the ability to use tools and techniques for automating, simplifying and enhancing system testing.

Work Experience

Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Work Schedule: The position will be Friday, Saturday, Sunday, Monday 4pm until 2:30am EST.

Benefits

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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