Job Summary: The System Support Engineer is responsible for providing technical support, maintenance, and troubleshooting for public transportation infrastructure systems, specifically Ticket Vending Machines (TVMs) and Ticket Office Machines (TOMs). This role ensures the stability, reliability, and optimal performance of transit payment systems, hardware, software, and network resources to support seamless public transportation operations.

Key Responsibilities:

Provide Level 1 and Level 2 technical support for transportation system-related issues, including Ticket Vending Machines, Ticket Office Machines, servers, workstations, storage, and network devices
Conduct on-site field support at transit stations and facilities to diagnose, repair, and maintain TVM/TOM equipment in live operational environments
Monitor transit system performance, identify issues, and perform proactive maintenance to minimize service disruptions and ensure continuous fare collection operations
Install, configure, and maintain operating systems, ticketing application software, payment processing systems, and system management tools for transit infrastructure
Perform hands-on hardware repairs, component replacements, and field troubleshooting of transit equipment including printers, card readers, cash acceptors, and touchscreen interfaces
Perform regular system backups and recovery procedures for critical transit data; ensure payment data integrity and PCI compliance
Troubleshoot and resolve hardware, software, and network problems in transit environments in a timely manner to minimize impact on passenger services
Collaborate with IT teams and transit operations to plan and implement system upgrades, patches, and security updates for fare collection systems
Document support activities, solutions, and standard operating procedures for transit system knowledge sharing
Support transit staff and operators with system access, account setup, and permissions management for ticketing systems
Participate in on-call support rotation and respond to critical transit system incidents as needed to maintain 24/7 fare collection availability
Assist in transit IT projects, system migrations, and new TVM/TOM deployments as assigned

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
2–4 years of experience in system administration or technical support roles, preferably in transportation, retail point-of-sale, or mission-critical environments
REQUIRED: Hands-on field service experience including on-site equipment maintenance, troubleshooting, and repair in operational environments
Strong knowledge of Windows and/or Linux operating systems
Experience with Active Directory, virtualization technologies (VMware, Hyper-V), and basic networking concepts
Hands-on hardware troubleshooting and repair experience with complex electronic systems, payment devices, or kiosk equipment
Familiarity with system monitoring tools, backup/recovery solutions, and payment processing systems
Understanding of PCI compliance requirements and secure transaction processing
Ability to work in field environments including transit stations, outdoor locations, and varying weather conditions
Strong problem-solving and analytical skills with ability to work in high-pressure, public-facing environments
Excellent communication and interpersonal skills for interaction with transit operations staff
Ability to work independently and manage multiple priorities in a dynamic public transportation environment

Preferred Skills:

Certifications such as CompTIA A+, Network+, Microsoft Certified: Windows Server, or similar
Experience with cloud platforms (AWS, Azure) is a plus
Scripting skills (PowerShell, Bash) for automation tasks
Experience with point-of-sale systems, payment processing, transit technology, or field service operations
Knowledge of public transportation operations and fare collection systems
Field service certification or technical training programs
Work Schedule: M-F 9am-5pm with rotating weekends a possibility Project Duration: Minimum of 3 months with potential extensions

ESP Enterprises Inc.

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