Technical Support Specialist

**About Firetronics 2000 Inc.**

Firetronics 2000 Inc. is a leading provider of comprehensive fire protection, security, and monitoring services for residential, commercial, and industrial clients across Canada. Our mission is to protect lives and property through cutting-edge technology and unparalleled customer service. We are a team of dedicated professionals committed to excellence, and we are looking for a skilled Technical Support Specialist to join our growing team.

**Position Overview**

**Key Responsibilities**

**- **Alarm System Support**:
○ Provide expert-level remote support for the programming and configuration of various alarm control panels (e.g., DSC, ESC, Paradox, etc.).

○ Diagnose and resolve complex technical issues related to alarm panels and peripheral devices.

○ Assist field technicians with on-site troubleshooting to ensure successful system installations and service calls.
- **Communicator & Receiver Management**:
○ Liaise with cellular service providers and third-party communication vendors to resolve connectivity and service issues.

**- **Monitoring Software & IT Support**:
○ Provide frontline support for our central station alarm monitoring software (e.g. SIMS).

○ Assist with user account creation, password resets, and permission management within our various software platforms.

○ Serve as general IT support for internal staff, addressing issues related to monitoring hardware and software.

**- **Documentation & Training**:
○ Create and maintain detailed technical documentation, programming guides, and troubleshooting steps for our knowledge base.

○ Document all support activities and resolutions accurately in our ticketing system.

○ Assist in training field technicians and internal staff on new products, software updates, and best practices.

**Qualifications & Skills**

**Required**:

- College diploma or university degree in Information Technology, Computer Science, Electronics Technician, or a related field, or equivalent practical experience.
- 2+ years of experience in a technical support, IT helpdesk, or a similar role.
- Strong understanding of low-voltage electronics, alarm systems, and signal communication paths.
- Hands-on experience with programming and troubleshooting alarm panels from major brands (DSC, Honeywell, Paradox, etc.).
- Familiarity with cellular/IP alarm communicators and network fundamentals (TCP/IP, DNS, DHCP, firewalls, etc.).
- Excellent problem-solving and analytical skills, with the ability to diagnose issues logically and effectively.
- Strong verbal and written communication skills, with a focus on providing clear and concise instructions.
- Customer-centric mindset and the ability to remain patient and professional in a fast-paced environment.
- Must be able to pass a criminal background check.

**Assets (preferred but not required)**:

- Previous experience working in the security or alarm monitoring industry.
- Direct experience with central station monitoring software (e.g., Bold Manitou, SIMS, etc.).
- Industry certifications such as CompTIA A+, Network+, or system manufacturer certifications.
- Experience with ticketing systems.
- Knowledge of ULC (Underwriters Laboratories of Canada) standards for security and fire alarm monitoring.

**What We Offer**
- Competitive salary and comprehensive benefits package (health, dental, vision).
- Opportunities for professional development and industry-specific training.
- A collaborative and supportive team environment.
- The chance to play a vital role in a company dedicated to public safety and security.

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

Pay: $55,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person