System Support Specialist

3 weeks ago

Toronto, Canada Paladin Technologies Full time

Paladin Technologies has emerged as the largest complex systems integrator in Canada. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support.

We are 100% Canadian-owned and operate nationally. The experts that make up Paladin’s teams stay at the forefront of the changing technology landscape through continued training, complex client projects, and company support. As Paladin continues to grow, we continue to provide our employees with exciting challenges and a rewarding career.

The position of System Support Specialist reports to the assigned Program Manager. This position may include the opportunity to travel to Paladin’s branches across Canada as needed. You are expected to devote your full-time efforts to the business of Paladin.

RESPONSIBILITIES:

- Initial point of contact for technical matters.
- Assessing new service tickets and determine if this can be resolved remotely qualify technical information and determine the scope of work to be quoted and coordinated for service.
- Provide information, guidance and support to technicians for service and maintenance related matters
- Handle remote support calls with end-users and remote system training
- Prepare and support maintenance checklists and associated paperwork for technicians’ use for the site maintenance projects
- Request support for additional support as required to appropriate vendors
- Track, Maintain and update service tickets, status, notes, and resolutions on paladin and clients management and service portals
- Provide guidance on replacement parts
- Solve customer complaints, following the concept of satisfying the customer in the best possible way interest of the company.
- Work and communicate with service branches for weekly status updates and resolutions.
- Other duties and tasks as required

QUALIFICATIONS:

- Minimum of five (5) years security industry experience
- Knowledge and experience pertaining to access control, intrusion, camera systems etc.
- Excellent written and verbal communication skills in both English, as well as interpersonal skills allowing for the ability to provide support remotely
- Strong computer skills, with proficiency in Microsoft Office Suite
- Security-related certifications are an asset
- Electronic or electrical troubleshooting experience
- Experience with analog and IP systems of the following vendors: Hanwha, Pelco, Exacqvision, Axis, i3 International.
- Expectation that the role will require additional knowledge as systems are upgraded and other solutions enter into scope for the role

**Company Info**:
Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast and nearly 1,500 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. Our team is the best in the industry, always at the forefront of the changing technology landscape. Through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

Paladin Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

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