Support and Maintenance Engineer - Identity & Biometric Solutions

Job Title: Support and Maintenance Engineer - Identity & Biometric Solutions
Location:San Juan, Puerto Rico
Duration:6 Months
Pay Rate:$30- $40.00/hour

Position Summary:
As a member of the team, you will provide critical application support, including troubleshooting, deployments, monitoring, and biometric application support for customer-reported issues or inquiries. This is a 100% onsite role, where you will be required to work at the customer’s location every business day.

Essential Functions / Key Areas of Responsibility:

• Resolve customer-reported issues and inquiries via phone, email, and onsite support.

• Provide appropriate documentation for reported issues and provide regular status reports to internal stakeholders and external customers.

• Adhere to Service Level Agreements (SLAs), ensuring a high level of customer satisfaction through responsiveness.

• Perform system front-end and back-end administration, including monitoring, management, preventative maintenance, and ensuring the maintenance of existing operational services.

• Lead troubleshooting for applicable operating systems (Windows, UNIX, Linux, etc.) and network environments.

• Participate in the development, testing, and implementation of new systems and solutions.

• Provide 24x7 customer technical support, when applicable.

• Collaborate with team members to identify and resolve technical issues.

• Follow established processes and solutions, such as escalation procedures and customer support processes.

• Provide technical support for delivery projects where applicable.

• Learn and support proprietary applications specific to law enforcement.

• Adhere to all security policies and procedures.

Minimum Requirements:

• Education: Bachelor’s Degree in Computer Science or a related discipline, or High School Diploma with 3-5 years of IT experience.

• Experience: 1-3 years in IT roles (e.g., helpdesk, hardware, application support) directly supporting critical business services.

• 1-3 years of experience in system/network/application troubleshooting.

• Solid understanding of web technologies (HTTP, DNS, IIS), networking (TCP/IP, VPN), identity systems (Active Directory, LDAP), and security (encryption, TLS, PKI).

• Basic troubleshooting experience with Windows Server technologies (event logs, file systems, access controls).

• Strong communication skills, with the ability to explain technical concepts to both internal and external stakeholders.

• Ability to pass rigorous background checks conducted by law enforcement agencies.

Preferred Qualifications:

• Experience in systems engineering, primarily with Windows Server and Linux environments.

• 1-3 years of experience in programming/scripting (e.g., UNIX/Linux shell scripting, Windows scripting, PowerShell).

• 1-3 years of experience with SQL knowledge and managing Oracle or SQL Server databases.

• 1-3 years of experience using SNMP monitoring solutions (e.g., Icinga, Nagios).

• Experience in system and data backups and recovery.

• Strong troubleshooting skills and resourcefulness in problem-solving.

Physical Demands:

• Ability to lift up to 75 pounds.

• Ability to install computer components and perform hardware support for specialized law enforcement equipment.