Voice and Network Support Specialist

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provides voice and network support to end-users for either PC, server or mainframe applications and hardware. Focuses on accomplishing project tasks and assigning daily work routines to IT Support Specialist Teammates. Regularly interacts with vendors, software systems engineering, applications support, and/or applications development to install or restore service and/or identify and correct core problem. Provides input to management on process improvements to continually improve the end-user support model. Recommends design/systems modifications to reduce user problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  

1.  Documents all relevant end-user interactions and steps taken to resolve incidents.

2.  Communicates status of issue resolution to internal customers.

3.  Engage and manage external vendors.

4.  Subject matter expert that mentors and coaches less experienced Specialist Teammates. 

5.  Works with the Engineering team when new technologies are introduced and transfers knowledge to other Specialists. 

6.  Build programming templated for upgrading, opening or closing locations.

7.  Implements solutions to technical and operational problems. 

8.  Subject matter expert that mentors and coaches less experienced Specialist Teammates.

9.  Works with the Engineering team when new technologies are introduced and transfers knowledge to other Specialist Teammates.
 

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. High School degree or GED
2. 12 years of experience in end-user support or a related discipline
3. In-depth knowledge in information systems networks and ability to identify, apply, and implement best practices
4. Understanding of key business processes and competitive strategies related to the IT function 
5. Ability to manage projects 
6. Ability to implement complex problems by applying best practices
7. Ability to provide direction and mentor less experienced teammates
8. Ability to interpret and convey complex, difficult, or sensitive information

Preferred Qualifications:

1.  Bachelor’s degree and 6 years of related experience. 
2.  Banking or financial services experience.
3.  Extensive Knowledge of Cisco Call Manager, Unity and Cisco Emergency Responder.
4.  Extensive knowledge in Cisco routing protocols, network hardware support, configurations, and upgrades.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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