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.
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.
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.
This is a fully remote position.
YOUR RESPONSIBILITIES
Technical Support & Troubleshooting:
- 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
Software and System Administration:
- 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.
Training and Communication:
- 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
Requirements
YOUR COMPETENCIES & OTHER 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.