Field Technician Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main technical point of contact for escalated support inquiries, ensuring timely, professional, and effective resolutions.

• Identify and troubleshoot complex technical issues related to CCTV systems (IP/network-based, NVR setups, video analytics).

• Manage Access Control platforms (credentialing, door controllers, secure entry solutions).

• Oversee intercom systems (IP-based communication solutions, remote entry/smart technologies).

• Conduct root cause analyses for recurring problems, crafting mitigation strategies and preventive solutions.

• Offer technical assistance to users through phone, email, and live chat, ensuring clear communication and high customer service standards.

• Execute remote diagnostics, testing, and system validation for software and hardware installations as necessary.

• Keep meticulous records of all support interactions within the ticketing system, complying with established SLAs and service quality benchmarks.

• Provide remote assistance using tools like Remote Desktop Management (RDM) and VPN to securely troubleshoot and configure client systems.

• Assist with and troubleshoot computer networks, including IP addressing, switches, PoE devices, and basic routing configurations.

• Collaborate closely with internal teams, including Engineering, QA, Product Management, and Installation, to resolve complex technical issues.

• Efficiently escalate critical or unresolved problems, ensuring stakeholders are kept informed throughout the incident lifecycle.

• Support the successful rollout of system upgrades, new technology implementations, and process automation initiatives.

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

• Analyze system performance, user behavior, and incident trends to identify opportunities for process and system enhancement.

• Work with development teams to define functional requirements and deliver scalable, customer-focused technical solutions.

• Drive improvements in system reliability and support efficiency, aiming to reduce incident volume over time.

• Create and maintain thorough documentation, including user manuals, technical procedures, and troubleshooting guidelines.

• Manage daily support tickets by promptly addressing customer inquiries, troubleshooting issues, and providing timely, effective solutions to ensure high levels of customer satisfaction.

⛳️ Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related field.

• At least 5 years of progressive experience in technical customer support, system analysis, or a similar position within a technology-focused organization.

• Demonstrated expertise in supporting and resolving issues related to CCTV technologies, Access Control systems, and Intercom systems.

• Familiarity with Kantech, ICT, Salto, and Brivo Access Control Systems is considered a strong advantage.

• Working knowledge of elevator control systems and HVAC systems is highly desirable.

• Strong understanding of operational needs for multi-unit residential buildings, including coordination with property management, building personnel, and residents.

• Solid grasp of IP networking, PoE devices, structured cabling, and system integrations.

• Experience with ticketing systems and collaborative platforms (e.g., Confluence, Slack).

• Technical proficiency – In-depth understanding of IT infrastructure, integrated building systems, and digital security technologies.

• Analytical skills – Ability to assess complex systems and generate actionable insights.

• Excellent written and verbal communication abilities, with the capacity to translate technical concepts for varied audiences.

• Skilled in working across functions and building relationships among technical and non-technical teams.

• Proactive in identifying improvement opportunities and taking responsibility for outcomes.

• Must have access to a vehicle and hold a valid driver’s license (G class).

🏝️ Benefits

• Work from home.

• Unlimited paid time off.

• Flexible work schedules.

• Competitive compensation package.

• 100% employer-covered benefits.

• Employee stock option plans.

• Support for professional development.