Job Description

Job Profile

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\xe2\x80\x99s success. As an IT Infrastructure Support Engineer within PNC\'s Tempus Technologies organization, you may be based in a remote location. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Founded in 1987, Tempus Technologies is the expert leader of secure payments at the point of interaction. We\'re committed to developing exceptional point-of-sale payment integration technology and software solutions to meet the growing needs of our customers\' business requirements. As a leader in the industry, we recognize our employees as one of our greatest assets. Tempus is growing and our team is growing with us, allowing for unlimited possibilities for career advancement and the potential for employees to develop their own individual career paths.

The IT Infrastructure Support Engineer will ensure the availability and functionality of all of Tempus Technologies\' IT Infrastructure Systems. This includes planning, designing, installing, configuring, maintaining, and optimizing network/server hardware, software, and communication links while ensuring minimal downtime. This position will also diagnose, escalate appropriately, resolve, and document hardware and software problems in a timely and accurate fashion as well as provide end user training and support where required.

Role Responsibilities:

• Research, diagnose, troubleshoot, and resolve both internal and indirect customer facing issues in an accurate and timely manner.
• Work with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate departments.
• Monitor overall system health including the status of network services to ensure that all devices and circuits are working at optimum performance.
• Work within Jira SD and communicate with card requestors, document incident resolutions, accurately link card relationships and review cards for overall quality.
• Assist in the creation and maintenance of technical documents, procedures, and policies including SLAs and \xe2\x80\x9cHow To\xe2\x80\x9d articles to streamline the support process.
• Follow security best practices that will assist in maintaining a stable and highly secure IT environment.
• Maintain compliance with key industry IT standards including PCI and SOC compliance.
• During designated times, be willing to participate in an on-call rotation and provide after-hours support for critical production incidents.

Preferred Skills:

• Experience working within an IT Enterprise Environment
• Strong understanding of networking/routing/switching
• Enterprise Networking/Firewalling
• WAN
• Dynamic Routing Protocols (BGP, OSPF)
• Virtualization platforms (Hyper-V, VMWare)
• Cloud Experience (Azure, AWS)

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

• Applies solution design and support while consistently meeting customer needs. Leverages technical knowledge and industry experience to design, build and maintain infrastructure technology solutions.
• Develops software components and hardware for projects; aligns these with business strategies and objectives.
• Independently solves common problems and updates applications with new technology.
• Collaborates with engineers, architects, developers and other staff to meet project objectives.
• Analyzes the technological needs of customers and provides ongoing support for clients.

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

Application Delivery Process \xe2\x80\x93 Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.

Consulting \xe2\x80\x93 Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.

Effectiveness Measurement \xe2\x80\x93 Ability to measure the quality and quantity of work effort for the purpose of improvement.

Industry Knowledge \xe2\x80\x93 Knowledge of the organization\'s industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply this knowledge appropriately to diverse situations.

IT Industry: Trends & Directions \xe2\x80\x93 Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).

IT Standards, Procedures & Policies \xe2\x80\x93 Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Planning: Tactical, Strategic \xe2\x80\x93 Ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.

Problem Solving \xe2\x80\x93 Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. 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

Base Salary: Commensurate with skills and experience.

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 > New to PNC.

Disability Accommodations Statement:

If an accommodation is required to participate in the application process, please contact us via email at . Please include \xe2\x80\x9caccommodation request\xe2\x80\x9d 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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