Senior Technology Support Analyst – OT Hardware Support

City of Charlotte

19h•Onsite

About The Position

The Senior Technology Support Analyst – Operational Technology Hardware Support is responsible for the maintenance, troubleshooting, repair, configuration, and lifecycle management of transit operational technology hardware and supporting software systems used throughout the bus fleet and transit facilities. This role serves as the senior technical resource for diagnosing and resolving complex operational technology issues impacting daily transit service delivery. The position focuses heavily on but is not limited to supporting onboard Rail / Bus technology hardware including CAD/AVL equipment, onboard camera systems, mobile data terminals, destination signs, APC systems, fare collection interfaces, onboard networking equipment, communication devices, and passenger messaging systems while also supporting associated backend software applications and system integrations. This role works closely with Operations, Maintenance, Dispatch, IT, and third-party vendors to ensure operational technology systems remain functional, reliable, and compliant with organizational standards.

Requirements

Equivalent work experience may be substituted for education.
Minimum of 8–10 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 driver’s license required.

Nice To Haves

Experience supporting solutions from companies such as: Vontas IVLU’s 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.

Responsibilities

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.
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.
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.