You are here: Find Jobs > Puerto Rico

Service Engineer II

Location: Puerto Rico
The Cervantes Group is one of the fastest growing international technology project-based companies in the world. See our website:

Role Description:

This role is responsible for 1,2,3 level support, maintenance, and continuous improvement of key PRSS services supported by applications including but not limited to ESRP, CODESIGN, and PKITA. Delivery of PRSS services is done via a highly secure world class application infrastructure and this role requires working in highly secure production environments to mitigate critical incidents reported by partners or detected via proactive monitoring/alerting of the systems. This role also performs Problem and Change management activities and may engage in system design activities during early phases of system design and planning. This role is also responsible for the deployment of code signing certificates and software updates.


  • Perform IT Service Engineering functions including advanced Incident Management, Problem Management, and Change Management. In a 24x7 Support systems.
  • Establish service metrics based on a deep understanding of the service and business, and works with partner organizations to analyze data, and identify and drive service improvements.
  • Collaborates with Software Engineering and Program Management counterparts to translate business, technical, and customer/partner requirements into components of a service architecture to meet operability, compliance standards, and key performance indicators (KPIs), such as quality, cost, and customer expectations.
  • Ensure the highest level of security standards for all our services and applications.
  • Provide operational support in the areas of Certificate, Software, and Security Update deployments.
  • Provide application infrastructure maintenance (i.e. Passwords, Certificates, back-ups).
  • Execute launch readiness activities to ensure successful product release cycles.
  • Participate in other activities outside of job scope that contribute and create value for the company.
  • Follow and operate under Agile, DevOps, LiveSite, Modern Engineering Best Practices.

Education and Experience:

  • Required: Bachelor’s Degree (B.S. /B.A.) - Bachelor degree in Computer Science/Computer Engineering/Software Engineering/Network Engineering
  • Preferred: Master’s Degree
  • Bachelor’s degree in Computer Science/Computer Engineering/Software Engineering/Network Engineering
  • Fully bilingual (English & Spanish)
  • 3+ years of related working experience
  • High Proficiency on IT Service Management framework (ITIL)
  • Extensive knowledge managing 3 tier worldwide distributed applications ensuring all individual components works as per design
  • Working knowledge with AGILE development, SCRUM and Application Lifecycle Management (ALM) with one or more of the following programming languages:
    • .NET
    • C++
  • 3+ years of experience in Enterprise Environments with the following knowledge:
    • Extensive experience in Windows 2012 Enterprise Edition
    • Hardware Load Balancing: Administration, Troubleshooting
    • Extensive experience in IIS 6: Building websites, Security Administration
    • Extensive knowledge of scripting mechanisms using Windows PowerShell
    • Understanding of the DevOps
    • Extensive knowledge of scripting mechanisms for the Windows OS.
    • Working knowledge of C#, XAML
    • Working knowledge of Monitoring tools such as: System Center Operations Manager
      (SCOM), Netmon
    • Working knowledge of PKI: Certificate authorities, certificates, troubleshooting.
    • Extensive knowledge of SQL Server 2008/2012
    • Systems Backups and Restores
    • Distributed IT systems troubleshooting & optimization
    • Extensive knowledge of T-SQL query language
    • Working knowledge of IPSec, Firewalls in different scenarios
    • Extensive knowledge in troubleshooting networks
    • Working knowledge in SAN technologies and applications.

Preferred Certifications:

  • ITIL Foundations
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified Solutions Associate (MCSA)
  • Microsoft Certified IT Professional: Enterprise Administrator (MCITP: Enterprise Administrator)
  • Cisco Certified Network Associate (CCNA)
  • Security+