Support Technician (202610)

Purvis•Middletown, RI

13d

About The Position

PURVIS Systems is seeking a motivated, task-oriented Support Technician to troubleshoot, maintain, and repair its Fire Station Alerting System. The role focuses on front-line troubleshooting of amplifiers, speakers, audio wiring, signal flow, and audio-related failures, while also supporting associated hardware, software, and network components. The technician helps assemble finished products from sub-assemblies and parts, uses that product knowledge to support customers, and conducts system checkouts and device setups before shipping. Support includes handling tickets, calls, and emails; providing Tier 1 assistance; and escalating issues to Tier 2 when needed. Microsoft Teams, email, and Zendesk are used to support this work. The position also provides rotating on-call coverage, including after-hours and weekend telephone support, and supports customer testing and cutovers. An FBI criminal background check is required.

Requirements

Excellent organizational, interpersonal, written, and verbal communication skills.
Strong troubleshooting, critical-thinking, and attention-to-detail skills, including the ability to ask questions, identify causes, and record findings effectively.
Ability to establish and maintain effective working relationships with coworkers and customers.
Ability to work independently and flexibly to support project requirements.
Associate degree or higher in Information Technology, Computer Science, or a related field.
Knowledge of and experience configuring desktop and laptop computers with Windows 7 and Windows 10.
Working knowledge of standard network protocols.
Demonstrated experience in system deployments.
Knowledge of remotely troubleshooting hardware issues, including working with customers and subcontractors on installed IP-configured devices, wiring, and software configuration.
Hands-on experience with professional or commercial audio systems, including amplifiers, speakers, mixers, or digital signal processors.
Strong understanding of audio troubleshooting, including diagnosing hums, ground loops, low-level audio, and communication issues between control and amplification systems.
Familiarity with audio wiring standards and best practices, including balanced and unbalanced signals, impedance matching, and installation of rack-mounted audio components.
Ability to pass an FBI criminal background check.

Nice To Haves

Two or more years of work-related experience in IT support (preferred).
Technical school or apprenticeship training in a related electrical or electronic support field; at least 2–3 years of work-related experience is required for this training pathway.

Responsibilities

Represent PURVIS professionally and helpfully as the first layer of support.
Take ownership of assigned support tickets, telephone calls, and emails.
Provide rotating on-call support, including after-hours and weekend telephone support.
Provide Tier 1 troubleshooting for customer and subcontractor issues.
Troubleshoot, upgrade, and maintain system applications, including proprietary applications.
Oversee maintenance of related system peripherals, including thermal printers, UPSs, terminal servers, relay cards, HDMI extenders, and serial-to-Ethernet converters.
Assist in identifying topics and issues for knowledge-base entries and documentation.
Test and diagnose systems to maintain the test-lab environment.
Support on-site customer testing and cutovers.
Maintain and test remote VPN clients, such as NetMotion and Cisco Connect.
Diagnose and troubleshoot amplifiers, speakers, microphones, and audio-distribution systems.
Identify and resolve audio signal-flow, gain-structure, volume, grounding, impedance, and wiring issues, as well as distorted, low, intermittent, or missing audio.
Support installed audio systems in operational facilities, including verifying audio routing and failover behavior.
Interpret wiring diagrams, signal paths, and system documentation to isolate faults.
Work with field technicians, integrators, and vendors to validate audio configurations and corrective actions.
Assemble finished products using sub-assemblies, parts, and fasteners, and apply knowledge gained to customer support for finalized products.
Conduct system checkouts and device setups in preparation for shipment to customers.
Perform other duties as identified and assigned.