Senior Technology Support Analyst – OT Hardware Support

Summary

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.

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.
• 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.
• 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.
• Aid in software upgrades, patches, system configurations, and vendor-supported application deployments.
• 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

• Demonstrated ability to troubleshoot, diagnose, maintain, and repair low-voltage electrical, electronic, and communication systems.
• This includes identifying issues related to voltage, current, continuity, resistance, grounding, wiring, cable integrity, network connectivity, signal transmission, and device communications.
• Ability to interpret wiring diagrams and technical documentation, utilize diagnostic test equipment, isolate root causes, and implement corrective actions while adhering to applicable electrical safety standards and industry best practices.
• Bachelor’s degree in Information Technology, Business Systems, Electronics, Transportation Technology, or related field preferred.
• Minimum of 8–10 years of hands-on experience supporting and repairing transit operational technology bus & rail systems.
• 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.
• Experience using diagnostic tools, testing equipment, and hardware troubleshooting methodologies.
• Valid driver’s license required.

Preferred Qualifications

• Experience supporting solutions from companies such as: Vontas IVLU’s, Luminator signs, Handover signs, Transit camera systems, Electronic components, Automatic Passenger Counter (APC).
• 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.