Associate Service Engineer

Tyler Technologies; Woburn (MA); On-site; USD 59,451 - 96,999; Full time

Job summary

Tyler Technologies in Woburn, MA is seeking an Associate Service Engineer to diagnose and resolve hardware, AV and software issues for our FTR solutions at client sites.

The role involves on-site support, travel 10-25% (up to 25%), strong customer service, documentation in case management systems, and occasional after-hours work; background check required.

Qualifications

• 1-3 years of experience with hardware, AV and/or digital audio systems.
• Understanding of AV concepts, troubleshooting procedures, signal flow, and isolating issues.
• Ability to read schematic drawings to guide troubleshooting procedures.

Responsibilities

• Diagnose and resolve technical hardware and software issues involving FTR solutions.
• Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software at customer sites.
• Perform advanced troubleshooting and repair of equipment including audio recording systems, microphones, DSPs, and cabling.
• Troubleshoot and support legacy equipment in customer environments.
• Configure and deploy portable AV and recording solutions as required.
• Maintain accurate reporting in case management systems.
• Demonstrate excellent customer service and troubleshoot escalated requests per SLAs.
• Provide progress updates for incidents or tasks.
• Develop hardware and troubleshooting documentation for knowledge base articles.

Skills

Troubleshooting

Windows administration

Communication

Active listening

Soldering

Education

AV systems training

Tools

PowerShell

Job description

Associate Service Engineer

As a Service Engineer, you will play a key role in enhancing the customer experience by serving as a frontline representative of the company and helping clients utilize FTR products and solutions within their court environments.

Work with our integrated solutions that help courts and public safety organizations of all sizes better protect and serve the public. By helping provide solutions that improve efficiency and response time, you can help serve our citizens and make communities safer.

Location

Woburn, Massachusetts

Travel

10-25%

Responsibilities

• Diagnose and resolve technical hardware and software issues involving FTR solutions.
• Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.
• Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.
• Troubleshoot and support legacy equipment in customer environments where required.
• Configure and deploy portable AV and recording solutions as required.
• Maintain accurate and timely reporting and record-keeping using company-designated case management systems.
• Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.
• Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.
• Provide regular progress updates for current and outstanding incidents or project tasks.
• Develop and refine hardware and troubleshooting documentation for knowledge base articles.
• Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.
• Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.

Qualifications

• 1-3 years of experience with hardware, audiovisual and/or digital audio systems.
• Formal training with installed AV systems, with an understanding of troubleshooting and addressing issues related to AV over IP.
• Understanding of AV concepts, troubleshooting procedures, signal flow, and how to isolate issues in an integrated system.
• Ability to read and understand schematic drawings to guide troubleshooting procedures.
• Experience installing hardware and cabling, including mounting displays and video conferencing systems, terminating cable, and diagnosing and repairing physical infrastructure issues. Soldering experience preferred.
• Ability to demonstrate soft skills, including active listening, attentiveness, clear communication, confidence, good body language, patience, self-control, and the ability to empathize.
• Detail-oriented when documenting information accurately in case management systems and within internal documentation.
• Experience with Windows administration and troubleshooting. PowerShell experience preferred.
• Strong communication of technical concepts to non-technical stakeholders, and experience working with users of varying technical skill levels.
• Ability to prioritize work based on urgency and impact.
• Ability to consistently lift over 50 lbs and to bend and reach for tools and equipment. Onsite work may require navigating stairs, ladders, and confined spaces.
• Out-of-state travel may be required as needed up to 25% of the time.
• Occasional support may be required before or after normal court hours to respond to emergency issues. On call availability in these cases is required. Notice of after-hours work will be communicated as far in advance as possible.
• Must be able to pass a background check, possess reliable transportation, and hold a valid driver's license.

Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler.

State-Specific Salary Range Disclosure Requirements

Salary will generally fall between $59,451 - $96,999 before adjustment for geographic differences. Recruiter can confirm if position is incentive eligible.

Great Place to Work & Grow Your Career

Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades.

Taking Care of You & Your Family

Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people.

Tyler Technologies is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, protected veteran status, or any other status protected under local, state, or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing [e-mail] or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.