Support Technician

We are seeking a highly motivated, task-oriented individual to be responsible for the troubleshooting, maintenance, and repair of our Fire Station Alerting System. The ideal candidate is a problem solver, able to work independently and as part of a team. We are seeking individuals with strong troubleshooting and critical thinking skills, attention to detail, and an individual with excellent written and verbal communication skills. This role serves as a front-line specialist for troubleshooting amplifiers, speakers, audio wiring, signal flow, and audio-related failures, while also supporting associated hardware, software, and network components.

This role is a critical part of a team that assembles finished products using sub-assemblies, parts, and fasteners, and relays the knowledge learned while building into supporting the finalized product with customers. This position also conducts system checkouts and device setups in preparation for shipping to customers.

Supporting the system entails on-call troubleshooting, escalating, and working with Tier2 when required, utilizing Microsoft Teams, Email and Zendesk suites.

The day-to-day responsibilities of this role will include:

• Maintain a professional, helpful demeanor representing PURVIS as the first layer of support.
• Take responsibility and ownership of assigned support tickets, telephone calls and emails.
• Provide on-call support on a rotating basis, including telephone support after hours and on weekends.
• Provide Tier1 troubleshooting for end user issues (customers and subcontractors)
• Troubleshoot, upgrade, maintain system applications, including proprietary applications.
• Provide oversight of maintenance on all related system peripherals (i.e., thermal printers, UPSs, terminal servers, relay cards, HDMI Extenders, Serial to Ethernet converters, etc.).
• Assist in identifying issues and topics for knowledge base topics and documentation.
• Test and diagnose to maintain test lab environment.
• Support on-site customer testing and cutovers.
• Maintain and test all remote VPN clients, (Example: Net Motion, Cisco Connect)
• Provide other duties as identified and assigned.

Qualifications

• Diagnose and troubleshoot amplifiers, speakers, microphones and audio distribution systems.
• Identify and resolve issues related to audio signal flow; gain structure and volume inconsistencies; grounding, impedance and wiring problems; and distorted, low, intermittent or missing audio.
• Supports installed audio systems in operational facilities, including verification of proper audio routing and failover behavior.
• Interpret wiring diagrams, signal paths, and system documentation to isolate faults.
• Works with field technicians, integrators, and vendors to validate audio configurations and corrective actions.
• Possess excellent organizational, interpersonal, and communication skills.
• Attend to detail as it pertains to observing, asking the right questions to drill down to cause, and recording findings effectively.
• Be able to establish and maintain effective working relationships with co-workers and customers.
• Be able to work independently and flexibility to support project requirements.

Candidate for this position must possess:

• 2+ years of work-related experience in the field of IT Support, preferred.
• Associate’s Degree or higher in Information Technology, Computer Science or related field.
• Possess a technical school or apprenticeship program in related field of electrical or electronic support must have a minimum of 2-3 years of work-related experience.
• Knowledge of and experience in configuring desktop and laptop computers with Windows 7 and 10. Must have working knowledge of standard network protocols. Candidate must demonstrate experience in system deployments.
• Knowledge of troubleshooting hardware related issues remotely, such as working with customers and subcontractors to troubleshoot and test installed IP configured devices, wiring issues and/or software configuration related issues.
• Hands-on experience with professional or commercial audio systems, including amplifiers, speakers, mixers, or digital signal processors.
• Strong understanding of audio troubleshooting, such as diagnosing hums, ground loops, low-level audio, or communication issues between control and amplification systems.
• Familiarity with audio wiring standards and best practices, including balanced/unbalanced signals, impedance matching, and installation of rack-mounted audio components.