Systems Analyst - Technical Support

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      "city": "Ottawa, Toronto or Vancouver",
      "state": "Ontario",
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    "datePosted": "2026-03-09",
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    "description": "<p><span style=\"font-weight: bold\">Job Title</span>: <span style=\"font-weight: bold\">Systems Analyst - Technical Support</span></p>\n<p><br><span style=\"font-weight: bold\">Career Level</span>: Level 06<br><span style=\"font-weight: bold\">Reporting To</span>: Manager, Technical Support<br><br><span style=\"font-weight: bold\">Location</span>: GTA, Ottawa or Vancouver<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Job Description Summary</span>:</p>\n<p><br>We are seeking a highly skilled and technically proficient System Analyst – Technical Support<br>to join our Technical support team. This pivotal role acts as the first line of technical escalation,<br>responsible for diagnosing and resolving complex system-related issues across software,<br>hardware, and integrated building technologies. The successful candidate will possess<br>specialized knowledge in Computer Networks, CCTV surveillance, Access Control, and<br>Intercom systems, ensuring seamless operational support for our clients — including property<br>managers, building staff, and residents.</p>\n<p><br>The System Analyst will leverage their technical acumen and problem-solving capabilities to<br>deliver efficient resolutions, reduce recurring incidents, and support long-term system<br>improvements. In addition to hands-on troubleshooting, this role plays an integral part in<br>continuous service optimization by collaborating with cross-functional teams across<br>Engineering, Product, and Client Services.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<p><br><span style=\"font-weight: bold\">Technical Support</span> </p>\n<p><br>Serve as the primary technical contact for escalated support requests, ensuring prompt,<br>professional, and effective resolution.</p>\n<p><br>Diagnose and resolve advanced technical issues related to:</p>\n<p><br></p>\n<p>○ CCTV systems (IP/network-based, NVR configurations, video analytics)<br>○ Access Control platforms (credentialing, door controllers, secure entry)<br>○ Intercom systems (IP-based communication platforms, remote entry solutions)</p>\n<p><br></p>\n<p>Conduct root cause analysis for recurring issues, developing mitigation strategies and<br>preventative solutions.</p>\n<p><br></p>\n<p>Provide technical guidance to users via phone, email, and live chat, with an emphasis on clarity<br>and customer service excellence.</p>\n<p><br>Perform remote diagnostics, testing, and system validation for software and hardware<br>installations as required.</p>\n<p><br>Maintain detailed records of all support interactions within the ticketing system, adhering to<br>established SLAs and service quality standards.</p>\n<p><br>Provide remote support via tools such as Remote Desktop Management (RDM) and VPN to<br>troubleshoot and configure client systems securely.</p>\n<p><br>Support and troubleshoot computer networks, including IP addressing, switches, PoE devices,<br>and basic routing.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Business and Process Improvement</span> </p>\n<p><br>Work closely with internal teams, including Engineering, QA, Product Management, and<br>Installation, to address complex technical challenges.</p>\n<p><br>Escalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout<br>the incident lifecycle.</p>\n<p><br>Support the successful deployment of system upgrades, new technology rollouts, and process<br>automation efforts.</p>\n<p><br>Participate in post-mortem reviews and contribute to technical knowledge bases for future<br>reference.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Systems and Root Cause Analysis </span></p>\n<p><br></p>\n<p>Analyze system performance, user behavior, and incident patterns to identify opportunities for<br>process and system optimization.</p>\n<p><br>Partner with development teams to define functional requirements and deliver scalable,<br>customer-centric technical solutions.</p>\n<p><br>Drive improvements in system reliability and support efficiency, with the goal of reducing<br>incident volume over time.</p>\n<p><br>Create and maintain comprehensive documentation, including user guides, technical<br>procedures, and troubleshooting manuals.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Qualifications &amp;amp; Experience</span></p>\n<p><br></p>\n<p>● Bachelor’s degree or diploma in Computer Science, Information Technology, Systems<br>Engineering, or a related discipline.<br>● Equivalent professional experience may be considered in lieu of formal education.</p>\n<p>Professional Experience<br>● 3–5 years of progressive experience in technical customer support, system analysis, or<br>a similar role within a technology-driven organization.<br>● Proven expertise in supporting and troubleshooting CCTV technologies, Access Control<br>systems, Intercom systems.<br>● Strong understanding of IP networking, PoE devices, structured cabling, and system<br>integrations.<br>● Experience working with ticketing platforms and collaborative platforms (e.g.,<br>Confluence, Slack).</p>\n<p>Core Competencies<br>● Technical Proficiency – Deep understanding of IT infrastructure, integrated building<br>systems, and digital security technologies.<br>● Analytical Thinking – Ability to evaluate complex systems and develop actionable<br>insights.<br>● Customer Centricity – Strong focus on end-user satisfaction and service quality.<br>● Communication Skills – Excellent written and verbal communication abilities, with the<br>skill to translate technical concepts for diverse audiences.<br>● Collaboration – Adept at working cross-functionally and fostering relationships across<br>technical and non-technical teams.<br>● Initiative &amp;amp; Ownership – Proactive in identifying areas for improvement and taking<br>ownership of outcomes.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Role Level Expectations</span> – Band 6</p>\n<p><br>This role is aligned to Band 6 and represents an Advanced Professional Level within the<br>organization:</p>\n<p><br>● Applies extensive knowledge of technical practices and business operations to resolve a<br>wide range of issues.<br>● Works independently under minimal guidance and contributes to strategic initiatives.<br>● Mentors junior staff, Co-workers and leads functional projects with moderate to high<br>impact.<br>● Exercises sound judgment in selecting techniques and evaluating criteria for problem<br>resolution.<br>● Solves complex problems; takes a new perspective using existing solutions.<br>● This is typically career level.</p>\n<p>● Has knowledge of best practices and how own area integrates with others; is aware of<br>the competition and the factors that differentiate the company in the market.<br>● Acts as a resource for other team members.<br>● Impacts a range of customer, operational, project or service activities within own team<br>and other related teams; works within broad guidelines and policies.<br>● Explains complex, difficult and/or sensitive information; works to build consensus.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Nice to Have</span></p>\n<p><br>● Experience working in Smart Building, IoT, or related industries.<br>● Bilingual (English/French), especially for servicing Quebec-based clients.<br>● Familiarity with the multifamily residential market or property management<br>operations.<br>● Certifications - Salto Access Control, Hanwa CCTV, Hikvision CCTV, Unifi Networks<br>etc.<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Why Join Us?</span></p>\n<p><br>As a member of our Technical Support team, you will contribute to shaping the future of smart<br>building technologies. You’ll work in an innovative, fast-paced environment where your expertise<br>will directly impact user satisfaction, operational efficiency, and system performance. Join us<br>and be part of a team that values technical excellence, collaboration, and customer focus.</p>",
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