We are seeking a highly skilled and technically proficient Systems Technician / Technical Support to join our Technical Support Team. This 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.
Requirements
- 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, 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 closely with internal teams, including Engineering, QA, Product Management, and Installation, to address complex technical challenges.
- Escalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout the incident lifecycle.
- Support the successful deployment of system upgrades, new technology rollouts, and process automation efforts.
- Participate in post-mortem reviews and contribute to technical knowledge bases for future reference.
- Analyze system performance, user behavior, and incident patterns to identify opportunities for process and system optimization.
- Partner with development teams to define functional requirements and deliver scalable, customer-centric technical solutions.
- Drive improvements in system reliability and support efficiency, with the goal of reducing incident volume over time.
- Create and maintain comprehensive documentation, including user guides, technical procedures, and troubleshooting manuals.
- Cover day-to-day support tickets by actively responding to customer inquiries, troubleshooting issues, and delivering timely, effective solutions to ensure a high level of customer satisfaction.
Benefits
- A culture of ownership and autonomy
- Work with an incredible product
- Trust and flexibility
- Competitive compensation structure and 100% employer-paid benefits
- Extra perks: Employee stock option packages, employer-paid benefits, and support for professional growth
