Systems Analyst – Technical Support Manager, Technical Support We are seeking a highly skilled and technically proficient System Analyst – Technical Support to join our Technical support team. This pivotal role acts as the first line of technical escalation, responsible for diagnosing and resolving complex system-related issues across software, hardware, and integrated building technologies. specialized knowledge in Computer Networks, CCTV surveillance, Access Control, and managers, building staff, and residents.

The System

Analyst will leverage their technical acumen and problem-solving capabilities to deliver efficient resolutions, reduce recurring incidents, and support long‑term system Technical Support Serve as the primary technical contact for escalated support requests, ensuring prompt, 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 solutions) Conduct root cause analysis for recurring issues, developing mitigation strategies and Provide technical guidance to users via phone, email, and live chat, with an emphasis on clarity and customer service excellence. Perform remote diagnostics, testing, and system validation for software and hardware installations as required. established SLAs and service quality standards. Provide remote support via tools such as Remote Desktop Management (RDM) and VPN to

Support and troubleshoot computer networks, including IP addressing, switches, PoE devices,

Business and Process Improvement Installation, to address complex technical challenges. Support the successful deployment of system upgrades, new technology rollouts, and process





Participate in post‑mortem reviews and contribute to technical knowledge bases for future

Systems and Root Cause Analysis Analyze system performance, user behavior, and incident patterns to identify opportunities for customer‑centric technical solutions. Create and maintain comprehensive documentation, including user guides, technical

Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline. 3–5 years of progressive experience in technical customer support, system analysis, or

Proven expertise in supporting and troubleshooting CCTV technologies, Access Control

Strong understanding of IP networking, PoE devices, structured cabling, and system

Technical Proficiency – Deep understanding of IT infrastructure, integrated building systems, and digital security technologies.

Customer

Centricity – Solid focus on end‑user satisfaction and service quality. skill to translate technical concepts for diverse audiences. technical and non‑technical teams. Applies extensive knowledge of technical practices and business operations to resolve a

Mentors junior staff, Co‑Workers and leads functional projects with moderate to high

Exercises sound judgment in selecting techniques and evaluating criteria for problem

Impacts a range of customer, operational, project or service activities within own team works within broad guidelines and policies.

Experience working in Smart Building, IoT, or related industries. Bilingual (English/French), especially for servicing Quebec-based clients.

Certifications – Salto Access Control, Hanwa CCTV, Hikvision CCTV, Unifi Networks

As a member of our Technical Support team, you will contribute to shaping the future of smart building technologies. will directly impact user satisfaction, operational efficiency, and system performance. and be part of a team that values technical excellence, collaboration, and customer focus. #

📌 Remote Systems Analyst - Technical Support (Vancouver)
🏢 Bilinguallink
📍 Vancouver