Systems Analyst, Technical Support
1VALET
IoT
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 (IP/network-based, NVR configurations, video analytics), Access Control platforms (credentialing, door controllers, secure entry), and 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, emphasizing 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
- 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
- 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
Requirements
- Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline (equivalent professional experience may be considered)
- 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)
- Experience with remote support tools such as Remote Desktop Management (RDM) and VPN
- Technical proficiency in IT infrastructure, integrated building systems, and digital security technologies
- Analytical thinking and ability to perform root cause analysis
- Customer centricity and strong communication skills (written and verbal)
- Collaboration skills and ability to work cross-functionally
- Initiative and ownership
- Nice to have: Experience in Smart Building, IoT, or related industries
- Nice to have: Bilingual (English/French), especially for servicing Quebec-based clients
- Nice to have: Familiarity with the multifamily residential market or property management operations
