Field Technician Support

Job description

Accountabilities: Serve as the primary technical escalation point for complex support requests, delivering prompt, professional, and effective resolutions. Diagnose and troubleshoot advanced issues involving IP-based CCTV systems, NVRs, video analytics, access control platforms, door controllers, credentialing systems, and intercom technologies. Provide remote technical support through phone, email, live chat, Remote Desktop Management, VPN, and other secure diagnostic tools. Troubleshoot computer networks, including IP addressing, switches, PoE devices, basic routing, structured cabling, and system integrations. Conduct remote diagnostics, testing, configuration, and validation for software, hardware, and integrated building technology installations. Perform root-cause analysis on recurring incidents and develop mitigation, preventative, and reliability-improvement strategies. Maintain accurate support records, ticket documentation, technical notes, and incident histories while meeting established SLAs and service standards. Collaborate with Engineering, QA, Product Management, Installation, and Client Services teams to resolve complex issues and improve technical solutions. Escalate critical or unresolved incidents appropriately while maintaining clear communication with customers and internal stakeholders throughout the resolution process. Support system upgrades, technology deployments, automation initiatives, and new product rollouts. Participate in post-mortem reviews and contribute to technical knowledge bases, troubleshooting guides, user documentation, and operating procedures. Analyze incident patterns, system performance, and user behavior to identify opportunities to reduce recurring support volume and improve operational efficiency. Partner with development teams to define functional requirements and contribute to scalable, customer-focused technical solutions. Manage day-to-day customer support tickets, ensuring timely troubleshooting, clear communication, and a consistently high level of customer satisfaction. Attend client sites when required and provide after-hours or weekend support for urgent technical callouts. Requirements: Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline; equivalent professional experience may be considered. Minimum of 5 years of progressive experience in technical customer support, systems analysis, technical operations, or a similar technology-focused role. Proven hands-on expertise troubleshooting CCTV, access control, and intercom systems. Experience with Kantech, ICT, Salto, or Brivo access control systems is a strong asset. Working knowledge of elevator control systems and HVAC systems is highly desirable. Strong understanding of IP networking, PoE devices, structured cabling, network-connected hardware, and integrated technology systems. Knowledge of IT infrastructure, digital security technologies, smart building systems, and system integrations. Experience supporting multi-unit residential environments and working with property managers, building staff, and residents is an asset. Familiarity with ticketing and collaboration platforms such as Confluence and Slack. Strong analytical and problem-solving abilities, with the capacity to diagnose complex technical environments and translate findings into actionable solutions. Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to technical and non-technical audiences. Strong customer-service orientation and commitment to end-user satisfaction and service quality. Demonstrated ability to collaborate effectively across technical and non-technical teams. Self-directed, proactive, and comfortable taking ownership of issues and identifying opportunities for continuous improvement. Willingness and ability to travel to client sites as needed, with access to a vehicle and a valid Canadian driver’s license. Flexibility to work outside standard business hours, including evenings or weekends, when urgent support situations arise. Bilingual English/French communication skills are required, particularly for supporting clients in Quebec. Experience in smart buildings, IoT, building automation, property technology, or multifamily residential environments is a strong asset. Benefits: Competitive compensation of approximately CAD $60,000–$80,000, depending on experience, skills, and relevant qualifications. Fully remote work model with the flexibility to manage your schedule based on performance and business needs. Flexible working hours and unlimited paid time off. 100% employer-paid benefits. Employee stock option opportunities. Strong culture of ownership, autonomy, and trust. Opportunity to work with sophisticated smart-building, IoT, security, and integrated technology solutions. Support for professional development and career growth. Collaborative, fast-paced environment with opportunities to work across technical and business teams. Meaningful opportunity to improve the reliability and customer experience of technology deployed in real-world buildings. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Field Technician Support based in Canada. This is a hands-on technical support role focused on keeping connected building technologies reliable, secure, and operational.You will act as a key escalation point for complex issues spanning software, hardware, networks, and integrated building systems.The role combines remote troubleshooting with occasional on-site support across CCTV, access control, intercom, and related technologies.You will work closely with Engineering, Product, QA, Installation, and Client Services teams to resolve incidents and improve system reliability.Beyond solving individual tickets, you will identify recurring issues, perform root-cause analysis, and help implement preventative solutions.The position offers significant autonomy in a fast-paced environment where technical expertise and customer experience directly influence service quality.This is an excellent opportunity for a technically strong professional interested in smart buildings, IoT, security systems, and technology-driven operations.