Job Title  : Systems Technician / Technical Support Location  : Ottawa/Gatineau Salary Range  : Salary is determined by experience level  in the role, internal and pay equity practices, and market demand. Band  : 6 Position Overview: We are seeking a highly skilled and technically proficient  Systems Technician / Technical Support  to join our  Technical Support Team  . This pivotal role acts as the first line of technical escalation and is 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 Systems Technician / Analyst will leverage their technical expertise 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. Responsibilities: ●  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 / smart 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, ensuring 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. ●  Cover day-to-day support tickets by actively responding to customer inquiries, troubleshooting issues, and delivering timely, effective solutions to ensure a high level of customer satisfaction. Qualifications: ●  Education  : 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. ●  Experience  : ○  A minimum of  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, and Intercom systems.  ○  Knowledge of Kantech, ICT, Salto, and Brivo Access Control Systems will be considered a strong asset. ○  Working knowledge of elevator control systems and HVAC systems is highly desirable. ○  Strong understanding of operational requirements for multi-unit residential buildings, including coordination with property management, building staff, and residents. ○  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 – Deep understanding of IT infrastructure, integrated building systems, and digital security technologies. ○  Analytical thinking – Ability to evaluate complex systems and develop actionable insights. ○  Strong customer service and focus on end-user satisfaction and service quality. ●  Communication  : Excellent written and verbal communication  skills, with the ability 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. Additional Requirements: ●  Flexibility  : Must be willing to attend sites as needed  and have the flexibility to work after hours or on weekends due to urgent callouts. ●  Transportation  : Must have access to a vehicle and  a valid driver’s license (G class). ●  Language  : Bilingual (French and English) communication  skills are required, especially for servicing Quebec-based clients. Nice to Have: ●  Experience working in Smart Building, IoT, or related industries. ●  Familiarity with the multifamily residential market or property management operations. ●  Exposure to building automation systems (BAS) and integrations across security, access, and environmental controls What We Offer: ●  A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment. ●  Work with an incredible product – we truly believe we have the best product on the market. ●  Trust and flexibility  : Work from home, unlimited paid  time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you. ●  Competitive compensation structure and 100% employer-paid benefits. ●  Extra perks  : Employee stock option packages,  employer-paid benefits,  and support for professional growth. Working with Us: As a proud equal-opportunity employer, we consider all applicants for employment and encourage those who identify as members of underrepresented communities to apply to join our growing team. Join us, leave your mark, and let’s make something extraordinary together