Technical Support Engineer I/II/III - Infrastructure

About the role

The Technical Support Engineer I, II, and III positions within the City of Abilene are critical in managing and maintaining technical systems such as SCADA, traffic systems, and fixed asset management systems. These roles involve serving as the primary liaison for technical systems, performing onsite troubleshooting, and collaborating with other technical services staff and departmental teams.

Responsibilities

• Serve as the primary liaison and local support contact for enterprise technical systems.
• Maintain and manage hardware, software, and technical solutions to ensure reliable system performance.
• Perform onsite troubleshooting and repair of deployed end-user and technical systems.
• Install, configure, and test devices or hardware as required.
• Maintain accurate records in the ticketing system, including detailed notes and time tracking for all activities.
• Ensure that all work complies with City policies and procedures.
• Collaborate with other technical services staff and departmental teams to provide comprehensive support.
• Operate a City vehicle, as needed, to travel to various City or County locations for onsite support.

Requirements

• Knowledge of technical systems, their purpose, functionalities, and associated risk mitigation strategies.
• Diagnosing and resolving software and hardware issues.
• IT principles, project management, industry standards, security best practices, and change management.
• Reporting, performance analysis, and optimization.
• Directories, policies, permissions, and user account administration.
• Ticketing systems (e.g., Fresh, Zendesk) and incident management.
• Databases, networking, and cloud services, including SQL queries, backups/restores, IP addressing, DNS, DHCP, VPN, Microsoft Azure, SharePoint, Microsoft Windows OS, Office suites, and Google Applications.

Skills

• Communicate clearly and professionally with staff, vendors, and stakeholders.
• Troubleshoot, diagnose, and resolve technical issues while providing user support.
• Manage tickets, monitor queues, and ensure timely resolution, maintaining documentation of best practices and issue resolution.
• Stay current with emerging technologies and recommend solutions aligned with organizational goals.
• Operate a motor vehicle safely.

Qualifications

• Technical Support Engineer I: Two (2) years of technical system experience preferred.
• Technical Support Engineer II: Five (5) years of technical system experience preferred.
• Technical Support Engineer III: Seven (7) years of technical system experience preferred.

Knowledge

• Technical Support Engineer I: Knowledge of technical systems, their purpose, functionalities, and associated risk mitigation strategies.
• Technical Support Engineer II: Advanced troubleshooting, root cause analysis, and performance optimization of enterprise technical systems.
• Technical Support Engineer III: Enterprise technical system architecture, integration, and advanced automation.

Special Requirements

• Essential duties require the following physical skills and work environment:
• Standing - Extensive (100 – 70% of the time)
• Sitting - Moderate (60 – 30% of the time)
• Walking - Infrequent (20 – 10% of the time)
• Lifting - Infrequent (20 – 10% of the time)
• Carrying - Infrequent (20 – 10% of the time)
• Pushing/Pulling - Almost Never (
• Overhead Work - Extensive (100 – 70% of the time)
• Fine Dexterity - Infrequent (20 – 10% of the time)
• Kneeling - Infrequent (20 – 10% of the time)
• Crouching - Almost Never (
• Climbing - Almost Never (
• Bending - Almost Never (
• Twisting - Almost Never (
• Crawling - Almost Never (
• Other: Team lifting over 100 pounds; carrying more than 50 pounds.