Senior Technology Support Analyst – OT Hardware Support

Welcome to the City of Charlotte

Charlotte is Americas Queen City opening her arms to a diverse and inclusive community of residents businesses and visitors alike. Here you will find a safe family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety health and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork openness accountability productivity and employee development

• Providing all customers with courteous responsive accessible and seamless quality services

• Taking initiative to identify analyze and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

Operational Technology Hardware Support & Repair

• Diagnose troubleshoot repair replace and maintain operational technology hardware installed on transit buses and related facilities.
• Support onboard systems including:
  • CAD/AVL hardware and peripherals
  • Mobile Data Terminals (MDTs)
  • Onboard surveillance and camera systems
  • Automatic Passenger Counter (APC) systems
  • Passenger information and messaging signs
  • Destination sign systems
  • Cellular and wireless communication devices
  • Onboard routers switches antennas and networking equipment
  • Fare collection support hardware and integrated devices
• Perform root cause analysis on recurring hardware failures and system outages.
• Coordinate and perform firmware updates hardware refreshes equipment replacements and preventative maintenance activities.
• Maintain spare parts inventory and coordinate warranty repairs and vendor replacement processes.
• Support field installations decommissioning testing and configuration of operational technology equipment.
• Assist maintenance personnel and technicians with operational technology troubleshooting and repair procedures.
• Respond to service-impacting incidents and provide emergency operational technology support when required.

Software & System Support

• Support backend software applications associated with operational technology systems including CAD/AVL platforms APC reporting systems camera management software and monitoring tools.
• Troubleshoot software-related issues involving communications data synchronization integrations and device connectivity.
• Assist with software upgrades patches system configurations and vendor-supported application deployments.
• Support system integrations between operational technology platforms and enterprise applications.
• Create and maintain technical documentation configuration standards repair procedures and support guides.
• Monitor system alerts logs and diagnostics to proactively identify operational issues.

Vendor & Stakeholder Coordination

• Coordinate with vendors for troubleshooting escalations repairs software support and warranty claims.
• Assist in evaluating new operational technology hardware and software solutions.
• Participate in technical meetings with vendors contractors operations staff and leadership teams.
• Support procurement efforts by assisting with technical specifications and hardware evaluations.

Minimum Qualifications

• Bachelors degree in Information Technology Business Systems Electronics Transportation Technology or related field preferred. Equivalent work experience may be substituted for education.
• Minimum of 810 years of hands-on experience supporting and repairing transit operational technology bus & rail systems.
• Extensive experience troubleshooting and repairing onboard transit technology hardware.
• Strong experience supporting systems including:
  • CAD/AVL systems
  • APC systems
  • Bus camera/surveillance systems
  • Destination signs and passenger messaging systems
  • Onboard communications and networking equipment
  • MDTs and onboard computing devices
• Experience supporting associated operational technology software applications and integrations.
• Knowledge of low-voltage electronics onboard vehicle systems wireless communications and network connectivity.
• Experience using diagnostic tools testing equipment and hardware troubleshooting methodologies.
• Strong understanding of transit operations and bus fleet technology environments.
• Valid drivers license required.

Preferred Qualifications

• Experience supporting solutions from companies such as:
  • Vontas IVLUs
  • Luminator signs
  • Handover signs
  • Transit camera systems
  • Electronic components
• Experience with radio systems cellular communications and onboard wireless infrastructure.
• Familiarity with operational technology monitoring tools.
• Experience with Windows-based systems device imaging and remote support tools.
• Industry certifications related to networking electronics or operational technology support preferred.

Knowledge Skills & Abilities

• Advanced troubleshooting and hardware repair skills.
• Strong understanding of operational technology infrastructure in a transit environment.
• Ability to diagnose both hardware and software-related operational issues.
• Ability to read technical schematics wiring diagrams and system documentation.
• Excellent analytical organizational and communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced operational environment.
• Ability to provide technical support to both technical and non-technical personnel.

Working Conditions

• Frequent work inside maintenance garages transit facilities and onboard transit vehicles.
• Ability to lift and install operational technology equipment and hardware components.
• Requires after-hours weekend and emergency support during outages or deployments.
• Exposure to vehicle maintenance and operational environments.

CONDITIONS OF EMPLOYMENT

The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race religion color sex national origin marital status age disability sexual orientation political affiliation or on the basis of actual or perceived gender as expressed through dress appearance or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where self-service application kiosks are available. They are located in our office at 700 East 4th Street Suite 200 Charlotte NC 28202. We are open Monday through Friday from 9:30 a.m. to 3:30 p.m. (EST) excluding official City holidays.

For questions about your application or the hiring process please email

The City of Charlotte is committed to making our services and programs accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modifications will be provided. To make a request please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Clickhereto learn more about the City of Charlottes benefits.

The City of Charlotte is a drug and alcohol-free workplace.