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Current Open Positions
Onsite Support Engineer
About The Position
PenLink is looking for a Support Specialist to provide technical support and system administration services to a U.S. Federal government agency (the “client”) in support of PenLink software and systems.
As a Support Specialist 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. This position requires full-time onsite in Lincoln, Nebraska or Lorton, VA.
YOUR RESPONSIBILITIES
Technical Support & Troubleshooting:
- Provide Tier 2 and Tier 3 Support, serving as the primary point of contact for clients, addressing their questions and providing guidance on using PenLink software.
- Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance.
- 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.
Software and System Administration:
- Perform routine updates to software and firmware, ensuring systems 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.
Training and Communication:
- Onboard and train agency personnel new to PenLink software to ensure effective use and adoption.
- Serve as a technical liaison between agency personnel and PenLink personnel as needed.
- Generate monthly reports detailing support activities, 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.
Requirements
YOUR COMPETENCIES & OTHER REQUIREMENTS
- Must be a United States Citizen
- Must be located within driving distance of Lincoln, NE or Lorton, VA.
- 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.
- Working knowledge of Oracle Databases, SQL, Windows OS, Active Directory, cloud infrastructure (MS Azure), networking (switch, VPN, firewall), and email protocols (SMTP, POP3, IMAP, Exchange).
- Knowledge of telecommunications and CALEA standards, including 4G, 5G, CDMA, Wi-Fi, VOIP, LTE, ETSI, T1.678, J-STD, TPTK, FTP.
- 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.