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.

• Job type: Contract Division: eTeam Inc (US) Reference: 26-17457