Technical Support Engineer I​/II​/III - Infrastructure

Technical Support Engineer

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.

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.

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.

Manage communication with technical system vendors, including support requests, licensing, updates, and service agreements.

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.

Perform other job related duties and responsibilities as assigned.

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.

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.

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.

Knowledge of advanced troubleshooting, root cause analysis, and performance optimization of enterprise technical systems.

Configuration, customization, and strategic planning for technical system management, including…