Remote Field Technician Support
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Job Title : Systems Technician /
Technical Support Location : Vancouver
Salary Range : Salary is determined by experience level in the role, internal and pay equity practices, and market demand.
Band : 6
Position Overview:
We are seeking a highly skilled and technically proficient Systems Technician / Technical Support to join our Technical Support Team . This pivotal role acts as the first line of technical escalation and is 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 Systems Technician / Analyst will leverage their technical expertise 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.
Responsibilities:
● 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 / smart 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, ensuring 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 close
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