Video Lab Technical Support Specialist

6 months ago

Mississauga, Canada Chubb Fire & Security Canada Corporation Full time

_**The Chubb Fire & Security Difference...**_
- Service Excellence_
- Technology Leadership_
- Focus on Quality_
- National Coverage_
- Single Point of Contact_
- A Name You Can Trust_

Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve.
- **Role Summary**:_

Reporting to the Video Monitoring Supervisor, the Technical Support Specialist will provide exceptional customer service and technical support to clients and field techs. Resolve clients' software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; analyzing log files, replicating, and reproducing customer issues and reporting escalations to Senior Support.
- **Key Job Responsibilities**:_
- Thoroughly document step-by-step troubleshooting performed in support cases via the MasterMind platform throughout the lifecycle of the case.
- Escalate unresolved issues in a timely manner after collaborating with fellow team members.
- Any project work as needed by the department Supervisor.
- This is a rotational shift schedule.

Documentation, Collaboration, Coordination and Training:

- Participate in internal training sessions with Senior Support/Escalations and Development.
- Collaborate with other technical support members and provide information to others by utilizing internal SOP.
- Create, edit, and submit internal knowledge base to assist other team members in the future.
- **Qualifications**:_
- Effective communication, both written and verbal with exceptional people skills.
- Organized with the ability to multi-task in a fast-paced environment while working with mínimal supervision and collaborating as a team.
- General understanding of Windows Server 2012-2019, Windows 7/8/10.
- General understanding of computer hardware and networking
- General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems.
- College Degree in Administration, Computer Science, IT, Technology.
- Networking or PC Tech-related certificates are considered assets.
- Prior support/troubleshooting experience with VMS/IP Cameras such as IndigoVision, Avigilon, Verint and ExacqVision is considered an asset.
- **More about the position**:_
- **Our offerings include**_

Competitive compensation and benefit package

RRSP matching

Employee Discounts

Learning and Development opportunities

Reward and Recognition Program

A culture of performance & accountability

A supportive and positive team environment
- **Background Check Requirements**:_
- Criminal Background Check
- Reference Check

We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.

**Job Types**: Full-time, Permanent

Pay: From $50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift

**Experience**:

- IT support: 1 year (preferred)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person

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