Systems Analyst - Technical Support

Job Title:

Systems Analyst
- Technical Support

Career Level:

Level 06

Reporting To:
Manager, Technical Support

Location:

GTA, Ottawa or Vancouver

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. 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 System Analyst will leverage their technical acumen 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.

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 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, with an emphasis on 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.

• 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.
• 3–5 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, 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 – Deep understanding of IT infrastructure, integrated building systems, and digital security technologies.
• Analytical Thinking…