Job Description

Job Profile

Position Overview

At PRONC, 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