Dedicated Support Engineer at penlink
United States
<p>Penlink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it’s about improving the world and keeping safe the places we call home.</p><p>Penlink is looking for a Dedicated Support Engineer to provide technical support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems. </p><p>As a Dedicated Support Engineer specializing in Law Enforcement Technology, you will be responsible for maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and Penlink software.</p><p><em>This is a fully remote position. </em></p><p><strong>YOUR RESPONSIBILITIES</strong></p><p>Technical Support & Troubleshooting:</p><ul><li>Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software</li><li>Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance</li><li>Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact</li><li>Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner</li><li>Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken</li></ul><p>Software and System Administration:</p><ul><li>Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally</li><li>Manage and maintain application-related systems, with an emphasis on security and performance</li><li>Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices.</li></ul><p>Training and Communication:</p><ul><li>Serve as a technical liaison between agency personnel and Penlink personnel as needed</li><li>Generate monthly reports detailing usage matrix, services rendered, and deliverables provided</li><li>Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities</li><li>Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software</li></ul> <br><h3>Requirements</h3> <p><strong>YOUR COMPETENCIES & OTHER REQUIREMENTS</strong></p><ul><li>Must be a United States Citizen</li><li>Must be located within the United States</li><li>Must have ability to obtain US Government clearances</li><li>College degree in Information Technology, Computer Science, or related field or equivalent work experience.</li><li>Excellent communication skills for effective collaboration with various stakeholders.</li><li>Critical thinking and strong analytical skills to assist in troubleshooting processes.</li><li>Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.</li><li>Minimum of three (3) years’ experience of service desk work.</li><li>Must be able to work 9AM - 5PM EST, Monday through Friday. Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows or unplanned outages.</li></ul>
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