GENERAL DESCRIPTION
Under direction, to manage and maintain technical systems within the City of Abilene. This role is critical in ensuring that these systems are operational, secure, and effectively support the City’s processes while providing end-user support and assistance when issues or questions arise.
SUPERVISION EXERCISED
The Technical Support Engineer I position exercises no supervisory responsibilities.
The Technical Support Engineer II position may exercise technical or functional supervision over lower-level staff.
The Technical Support Engineer III position performs in a lead role and exercises functional and/or technical supervision over lower-level staff.
IMPORTANT AND ESSENTIAL DUTIES
Serve as the primary liaison and local support contact for enterprise technical systems, including Supervisory Control and Data Acquisition (SCADA) systems, traffic systems, fixed asset management systems, and other related technical systems.
Maintain and manage hardware, software, and other 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.
Monitor, review, and maintain information security protocols and software management processes.
Coordinate technical system vendor software management.
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.
Technical Support Engineer II
Manage communication with technical system vendors, including support requests, licensing, updates, and service agreements.
Technical Support Engineer III
Perform project management functions, including overseeing the installation of new systems and leading special projects.
Initiate and coordinate technical system integrations, ensuring clear communication with departments, vendors, and stakeholders throughout the process.
OTHER JOB RELATED DUTIES
Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
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, including coordinating updates and feature implementations.
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.
Skill to:
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.
Ability to:
Install, configure, maintain, and troubleshoot hardware, software, and technical systems.
Perform system checks, updates, and preventive maintenance.
Manage multiple support requests, prioritize critical issues, and maintain accurate ticketing records to ensure timely resolution.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Technical Support Engineer II
Knowledge of:
Advanced troubleshooting, root cause analysis, and performance optimization of enterprise technical systems.
Configuration, customization, and strategic planning for technical system management, including automation and scripting (PowerShell, Python).
Cloud infrastructure management, including Azure, Google Cloud, and SharePoint.
Microservices, APIs, containerization, and integration with enterprise systems.
Skill to:
Perform root cause analysis, manage system updates, and control system versions.
Automate tasks using scripting languages and system tools.
Analyze system logs, metrics, and performance data for issue prevention and optimization.
Coordinate IT projects, system integrations, and technical system lifecycle management.
Identify and mitigate risks, including security vulnerabilities, compliance issues, and operational risks.
Manage complex projects, ensuring alignment with organizational goals and strategic objectives.
Ability to:
Configure, customize, and optimize enterprise technical systems while applying automation and integration strategies.
Automate tasks, monitor system performance, and optimize workflows.
Plan, execute, and manage IT projects, meeting deadlines and strategic objectives.
Recommend and implement technology adoption or replacement to improve system performance and efficiency.
Technical Support Engineer III
Knowledge of:
Enterprise technical system architecture, integration, and advanced automation.
Strategic planning of technical system roadmaps and cross-functional leadership.
Skill to:
Lead automation initiatives and optimize enterprise systems for scalability, security, and performance.
Conduct advanced troubleshooting, root cause analysis, and post-incident reviews.
Assess and mitigate risks for new technology integrations and system upgrades.
Oversee high-impact IT programs and lead cross-functional teams to achieve strategic objectives.
Ability to:
Design, implement, and manage enterprise technical system architectures.
Lead system integration projects and automation initiatives, ensuring alignment with business objectives.
Define, monitor, and analyze key performance metrics to drive system and process improvements.
Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Technical Support Engineer I
Experience:
Two (2) years of technical system experience is preferred.
Education/Training:
A Bachelor’s degree in Computer Science, Software Engineering, Computer Information Systems or a related field is preferred.
License or Certificate:
A valid Texas driver's license, the ability to obtain one within ninety (90) days of employment, or a military waiver is required.
Technical Support Engineer II
Experience:
Five (5) years of technical system experience is preferred.
Technical Support Engineer III
Experience:
Seven (7) years of technical system experience is preferred.
Education/Training:
A Bachelor’s or Master’s degree in Computer Science, Software Engineering, Computer Information Systems or a related field is preferred.
Special Requirements:
Essential duties require the following physical skills and work environment:
With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:
___ Sedentary – lifting of no more than 10 pounds
_ _ Light – lifting no more than 20 pounds; carrying up to 10 pounds
_X_ Medium – lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 – 70% of the time)
M = Moderate (60 – 30% of the time)
I = Infrequent (20 – 10% of the time)
A = Almost Never (< 10% of the time)
Code / Task
_M _ Standing
_E_ Sitting
_I _ Walking
_I _ Lifting
_I _ Carrying
_I _ Pushing/Pulling
_A_ Overhead Work
_E_ Fine Dexterity
_I _ Kneeling
_I _ Crouching
_A_ Crawling
_A_ Bending
_A_ Twisting
_A_ Climbing
_A_ Balancing
_E_ Vision
_E_ Hearing
_E_ Talking
___ Other: _____________________
