Remote Technology Solution Center Lead

PNC; United States; Remote; USD 41,000 - 83,000; Full time

Job summary

PNC is seeking a Technology Solution Center Analyst Lead for a fully remote role. You will act as a key escalation point, resolving complex technical issues across hardware, software, and networks while delivering exceptional customer service.

Responsibilities include handling phone and ticket-based support, using ITSM tools, and guiding junior analysts in a fast-paced enterprise environment. Emphasis on security and remote work discipline.

Qualifications

• Proven Service Desk / IT Support experience in a professional environment.
• Strong experience handling phone based technical support.
• Familiarity with ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage high-volume support.
• Solid IT background (hardware, software, networking fundamentals).
• Excellent troubleshooting, communication, and customer service skills.

Responsibilities

• Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
• Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs.
• Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
• Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
• Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
• Provide guidance, coaching, and support to junior analysts, as needed.
• Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
• Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.

Skills

Customer Service

Data Architecture Development

End Users

IT Service Desk

IT Service Management ITSM

Problem Resolution

Technical Support

Technical Troubleshooting

Call Center Technologies

Customer Support Operations

Hardware Infrastructure

Help Desk

Problem Solving

Education

Associates

Job description

PNC is seeking a Technology Solution Center Analyst Lead for a fully remote role. You will act as a key escalation point, resolving complex technical issues across hardware, software, and networks while delivering exceptional customer service.

Responsibilities include handling phone and ticket-based support, using ITSM tools, and guiding junior analysts in a fast-paced enterprise environment. Emphasis on security and remote work discipline.