Systems Analyst – Technical Support
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Job Description
Systems Analyst providing technical support, diagnosing complex system-related issues, and collaborating with teams across Canada. Responsible for enhancing customer satisfaction through efficient resolutions.
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, Access Control platforms, and Intercom systems.
- Conduct root cause analysis for recurring issues, developing mitigation strategies and preventative solutions.
- Provide technical guidance to users via phone, email, and live chat.
- Maintain detailed records of all support interactions within the ticketing system, adhering to established SLAs and service quality standards.
- Support and troubleshoot computer networks, including IP addressing and switches.
- Collaborate with internal teams to address complex technical challenges.
Requirements:
- Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline.
- 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).
Benefits:
- Health insurance
- Flexible working arrangements
- Professional development opportunities
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