Senior Technical Support Engineer
Webbing
IoTTCP/IP
Systems Analyst, Technical Support
1VALET
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
IoT
About the role
- 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, Access Control platforms, and Intercom systems
- Conduct root cause analysis for recurring issues and develop mitigation and preventative solutions
- Provide technical guidance to users via phone, email, and live chat with emphasis on customer service
- Perform remote diagnostics, testing, and system validation for software and hardware installations
- Maintain detailed records of all support interactions within the ticketing system and adhere to SLAs
- Provide remote support via 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
- Work closely with internal teams (Engineering, QA, Product Management, Installation) to address complex technical challenges
- Escalate critical or unresolved issues efficiently and keep stakeholders informed
- Support deployment of system upgrades, new technology rollouts, and process automation efforts
- Participate in post-mortem reviews and contribute to technical knowledge bases
- Analyze system performance, user behavior, and incident patterns to identify optimization opportunities
- Partner with development teams to define functional requirements and deliver scalable solutions
- Drive improvements in system reliability and support efficiency to reduce incident volume
- Create and maintain comprehensive documentation, including user guides, technical procedures, and troubleshooting manuals
Requirements
- 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
- Minimum of 5 years of progressive experience in technical customer support, system analysis, or a similar role
- Proven expertise in supporting and troubleshooting CCTV technologies, Access Control systems, and 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)
- Technical proficiency in IT infrastructure, integrated building systems, and digital security technologies
- Analytical thinking and ability to evaluate complex systems
- Customer centricity and strong focus on end-user satisfaction
- Excellent written and verbal communication skills; ability to translate technical concepts for diverse audiences
- Collaboration skills and experience working cross-functionally with Engineering, QA, Product Management, and Installation teams
- Initiative and ownership; proactive in identifying areas for improvement
- Nice to have: Experience in Smart Building, IoT, or related industries
- Nice to have: Bilingual (English/French)
- Nice to have: Familiarity with the multifamily residential market or property management operations
