Systems Analyst, Technical Support
1VALET
IoT
Systems Analyst, Technical Support
1VALET
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$77,000 - CA$115,400 per year
Job 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 strategies
- Provide technical guidance to users via phone, email, and live chat
- Perform remote diagnostics, testing, and system validation for software and hardware installations
- Maintain detailed records of all support interactions within the ticketing system, adhering to SLAs
- Provide remote support via tools such as Remote Desktop Management (RDM) and VPN
- 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 and keep stakeholders informed throughout the incident lifecycle
- Support deployment of system upgrades, new technology rollouts, and process automation
- 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
- Create and maintain 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, 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 perform root cause analysis
- Strong customer-centric focus and excellent written and verbal communication skills
- Collaboration skills and experience working cross-functionally
- Initiative and ownership in identifying improvements and owning outcomes
- 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
