Senior Technology Support Analyst - OT Hardware Support

Senior Technology Support Analyst – Operational Technology Hardware Support

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.

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

• Bachelor's degree in Information Technology, Business Systems, Electronics, Transportation Technology, or related field preferred. 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.

Preferred Qualifications

• 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.

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.

As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP.

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 City's 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 candidate's 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 View email address on click.appcast.io

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 View phone number on click.appcast.io.

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

Click here to learn more about the City of Charlotte's benefits.

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