Systems Analyst - Technical Support

Job Title: Systems Analyst - Technical Support Career Level: Level 06 Reporting To: Manager, Technical Support Location: GTA, Ottawa or Vancouver Job Description Summary: We are seeking a highly skilled and technically proficient System Analyst – Technical Support to join our Technical support team. This pivotal role acts as the first line of technical escalation, 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 System Analyst will leverage their technical acumen 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. Key Responsibilities Technical Support 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