Onsite Support Engineer

Contract, Full-Time
Laurel, MD
Posted 3 days ago

PenLink is looking for an Onsite Support Engineer to provide technical support and system administration services to a U. S. federal government agency (the “client”) for PenLink software used at the their site.  We need a dynamic, technical person to provide top-notch support of our products while maintaining relationships with the client and PenLink teams.

PenLink is a technology company that develops software in the communications space for law enforcement.  For us, it’s more than just showing up to a job; it’s about being part of something big.  Our work involves a lot of data and analytics but also so much more – it’s about improving the world and keeping safe the places we call home.

The position will work from the client’s site in Laurel, MD.

YOUR RESPONSIBILITIES

  • Troubleshoot, diagnose, and resolve reported issues with the PenLink software
  • Review and analyze system logs in response to reported issues
  • Document issues and associated support activities in the PenLink CRM system in a timely manner
  • Determine when it is necessary to escalate an issue to the PenLink team, documenting how to recreate the issue and the troubleshooting steps taken so fare
  • Configure, update, and maintain PenLink software in testing and production environments
  • Documents test results for PenLink software updates
  • Help to integrate PenLink software with new and updated data sources for lawful intercept collection and analysis
  • Help to interface PenLink software with third-party solutions to promote the use of best practices by the client
  • Support regression testing and certification with third-party software for lawful intercept applications
  • Provide initial support for identifying and decoding IP communication protocols
  • Serve as a technical liaison between client personnel and PenLink personnel as needed
  • Generate monthly reports of services rendered and deliverables provided
  • Participate in regular program calls with the client and PenLink team
  • Help to manage the client’s expectations while fostering positive outlooks among their personnel regarding PenLink’s products and services
  • Satisfy and maintain agency and facility requirements as required by the client
  • Other duties as assigned

YOUR COMPETENCIES AND OTHER REQUIREMENTS

  • Must be a citizen of the United States
  • Strong verbal and written communication skills
  • Strong self-motivation and the ability to work independently as a self-starter
  • Ability to work cooperatively with members of the client’s team and the PenLink team
  • Ability to dig deeply and systematically into a technical issue and focus on its details to find the source of the issue and identify and implement solutions
  • A technical understanding of IP-based communication protocols
  • Ability to travel at least once per quarter
  • Current government clearances preferred.

PREFERRED EDUCATION & EXPERIENCE

  • College degree in a computer-related field or equivalent work experience
  • Minimum of three years of experience using and administering an enterprise-level system
  • Minimum of three years of troubleshooting and help desk experience
  • Basic coding knowledge and experience with SQL, C#, .NET
  • Working knowledge of Oracle applications, Windows OS, Active Directory, enterprise hardware (servers, workstations), virtualization, and networking (switch, VPN)

This position is contracted by PenLink to fufill a contract with a federal government agency, for an initial period of one (1) year, with subsequent annual options for renewal based upon the client’s needs.

Job Category: Solutions Engineer

Salary Information:

  • Full-time: $130,000-$150,000 Annually
  • Contractor: $150,000-$170,000 Annually

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