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Onsite Support Engineer

Company: PenLink
Location: Sterling
Posted on: September 25, 2022

Job Description:

ID: 1014Location: Sterling, VADepartment: Service Solutions

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 Sterling, Virginia. 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 far
  • Configure, update, and maintain PenLink software in testing and production environments
  • Document 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 peronnel 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 YOUR 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.

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Keywords: PenLink, Sterling , Onsite Support Engineer, Engineering , Sterling, Virginia

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