Comprehensive digital intelligence for a safer world.
Dedicated Support Engineer
Location
United States
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Dedicated Support Engineer
PenLink
• Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software • Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance • Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact • Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner • Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken • 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 • Manage and maintain application-related systems, with an emphasis on security and performance • Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices. • Serve as a technical liaison between agency personnel and Penlink personnel as needed • Generate monthly reports detailing usage matrix, services rendered, and deliverables provided • Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities • Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software
Job Requirements
- Must be a United States Citizen
- Must be located within the United States
- Must have ability to obtain US Government clearances
- College degree in Information Technology, Computer Science, or related field or equivalent work experience.
- Excellent communication skills for effective collaboration with various stakeholders.
- Critical thinking and strong analytical skills to assist in troubleshooting processes.
- Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
- Minimum of three (3) years’ experience of service desk work.
- 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.
Benefits
- Health insurance
- Professional development
- Paid time off
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