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Job Title: Systems Analyst - Technical Support

Career Level: Level 06
Reporting To: Manager, Technical Support
Location: GTA, Ottawa or Vancouver

Job Description Summary:

We are seeking a highly skilled and technically proficient System Analyst - Technical Support
to join our Technical support team. This pivotal role acts as the first line of technical escalation,
responsible for diagnosing and resolving complex system-related issues across software,
hardware, and integrated building technologies. The successful candidate will possess
specialized knowledge in Computer Networks, CCTV surveillance, Access Control, and
Intercom systems, ensuring seamless operational support for our clients - including property
managers, building staff, and residents.

The System Analyst will leverage their technical acumen and problem-solving capabilities to
deliver efficient resolutions, reduce recurring incidents, and support long-term system
improvements. In addition to hands-on troubleshooting, this role plays an integral part in
continuous service optimization by collaborating with cross-functional teams across
Engineering, Product, and Client Services.

Key Responsibilities

Technical Support

Serve as the primary technical contact for escalated support requests, ensuring prompt,
professional, and effective resolution.

Diagnose and resolve advanced technical issues related to:

CCTV systems (IP/network-based, NVR configurations, video analytics)
Access Control platforms (credentialing, door controllers, secure entry)
Intercom systems (IP-based communication platforms, remote entry solutions)

Conduct root cause analysis for recurring issues, developing mitigation strategies and
preventative solutions.

Provide technical guidance to users via phone, email, and live chat, with an emphasis on clarity
and customer service excellence.

Perform remote diagnostics, testing, and system validation for software and hardware
installations as required.

Maintain detailed records of all support interactions within the ticketing system, adhering to
established SLAs and service quality standards.

Provide remote support via tools such as Remote Desktop Management (RDM) and VPN to
troubleshoot and configure client systems securely.

Support and troubleshoot computer networks, including IP addressing, switches, PoE devices,
and basic routing.

Business and Process Improvement

Work closely with internal teams, including Engineering, QA, Product Management, and
Installation, to address complex technical challenges.

Escalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout
the incident lifecycle.

Support the successful deployment of system upgrades, new technology rollouts, and process
automation efforts.

Participate in post-mortem reviews and contribute to technical knowledge bases for future
reference.

Systems and Root Cause Analysis

Analyze system performance, user behavior, and incident patterns to identify opportunities for
process and system optimization.

Partner with development teams to define functional requirements and deliver scalable,
customer-centric technical solutions.

Drive improvements in system reliability and support efficiency, with the goal of reducing
incident volume over time.

Create and maintain comprehensive documentation, including user guides, technical
procedures, and troubleshooting manuals.

Qualifications & Experience

Bachelor's degree or diploma in Computer Science, Information Technology, Systems
Engineering, or a related discipline.
Equivalent professional experience may be considered in lieu of formal education.

Professional Experience
3-5 years of progressive experience in technical customer support, system analysis, or
a similar role within a technology-driven organization.
Proven expertise in supporting and troubleshooting CCTV technologies, Access Control
systems, Intercom systems.
Strong understanding of IP networking, PoE devices, structured cabling, and system
integrations.
Experience working with ticketing platforms and collaborative platforms (e.g.,
Confluence, Slack).

Core Competencies
Technical Proficiency - Deep understanding of IT infrastructure, integrated building
systems, and digital security technologies.
Analytical Thinking - Ability to evaluate complex systems and develop actionable
insights.
Customer Centricity - Strong focus on end-user satisfaction and service quality.
Communication Skills - Excellent written and verbal communication abilities, with the
skill to translate technical concepts for diverse audiences.
Collaboration - Adept at working cross-functionally and fostering relationships across
technical and non-technical teams.
Initiative & Ownership - Proactive in identifying areas for improvement and taking
ownership of outcomes.

Role Level Expectations - Band 6

This role is aligned to Band 6 and represents an Advanced Professional Level within the
organization:

Applies extensive knowledge of technical practices and business operations to resolve a
wide range of issues.
Works independently under minimal guidance and contributes to strategic initiatives.
Mentors junior staff, Co-workers and leads functional projects with moderate to high
impact.
Exercises sound judgment in selecting techniques and evaluating criteria for problem
resolution.
Solves complex problems; takes a new perspective using existing solutions.
This is typically career level.

Has knowledge of best practices and how own area integrates with others; is aware of
the competition and the factors that differentiate the company in the market.
Acts as a resource for other team members.
Impacts a range of customer, operational, project or service activities within own team
and other related teams; works within broad guidelines and policies.
Explains complex, difficult and/or sensitive information; works to build consensus.

Nice to Have

Experience working in Smart Building, IoT, or related industries.
Bilingual (English/French), especially for servicing Quebec-based clients.
Familiarity with the multifamily residential market or property management
operations.
Certifications - Salto Access Control, Hanwa CCTV, Hikvision CCTV, Unifi Networks
etc.

Why Join Us?

As a member of our Technical Support team, you will contribute to shaping the future of smart
building technologies. You'll work in an innovative, fast-paced environment where your expertise
will directly impact user satisfaction, operational efficiency, and system performance. Join us
and be part of a team that values technical excellence, collaboration, and customer focus.