Technical Support Representative - Remote Vancouver or Toronto

CAMACC Systems is part of Securitas Technology’s Canadian division. We are an advanced technology company that builds and installs custom video surveillance gear, including cameras and storage hardware, as well as the world’s best software to integrate and drive the entire system.

We use technology to get a clear picture of the world to improve safety, security, and operational efficiency across many sectors.

SUMMARY :

Under the supervision of the AMS Advanced Managed Services Canada Technical Support Manager, the Technical Support Rep. will be responsible for providing clients and personnel with technical service as well as superior after-sales service / support in the areas of commercial CCTV systems.

Additionally, the candidate will perform preventative maintenance, emergency support, troubleshooting and repairs, as well as end-user assistance regarding the proper utilization of these systems.

RESPONSIBILITIES :

• Provide excellent customer service and technical support for CCTV systems and access control via phone, email, & various remote access technologies.
• Accurately log and document work history on all tickets.
• Pro-actively communicate with customers on the progress of open-ticket issues.
• Pro-actively communicate with service and other departments to ensure customer issues are fully resolved as fast as possible.
• Acquire an active and accurate knowledge of all products and services.
• Effectively manage problems through all phases analysis, resolution, trouble shooting, & root cause analysis.
• Participate in the 24x7 on-call support of the service environment.
• Other duties as assigned by management.

REQUIREMENTS :

• Able to provide excellent end-user support through a variety of methods including : desk-side, remote support, telephone, and email.
• Able to work independently - must be self-motivated and demonstrate initiative.
• Excellent troubleshooting and problem-solving abilities.
• Excellent verbal and written communications skills.
• Able to multitask and prioritize workload.
• Able to integrate and work efficiently in a remote team environment.
• Able to interact well with others and possess a clear understanding of customer service and support.
• Demonstrated expertise with technical integration of client / server applications on the desktop
• Good working knowledge of LAN WAN technology experience with TCP / IP.
• Capable of working extended hours as required - including off-hours, on-call, and weekends.
• Strong familiarity with Windows OS versions - Windows 7, Windows 10, Windows 11.
• Experience with troubleshooting CCTV and access control systems using remote access technologies.
• Industry recognized certifications related to computer hardware, and networking, security.
• 3xLogic, Genetec, Lenel, Salient or Verint certifications a plus.

Securitas Technology is an equal opportunity employer and is committed to equity in employment and foster a barrier free environment.

If accommodation is required at any point in the recruitment process, please contact a member of the Recruitment team.