Field Technician Support

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1VALET

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

🔧 Hardware

🏠 Real Estate

eCommerce • Hardware • Real Estate

1VALET is the Canadian leader in smart building solutions, offering innovative products that streamline operations and enhance security for buildings of all sizes. Their comprehensive platform includes features such as smart intercom consoles, package delivery systems, access control, and a resident app, which help asset managers, condo developers, and homeowner associations optimize their property management. With a user-friendly interface and a focus on enhancing resident engagement, 1VALET aims to increase asset value while simplifying building operations.

📋 Description

• 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 controllers, secure entry) • Intercom systems (IP-based communication platforms, remote entry / smart solutions) • 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

🎯 Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline • A minimum of 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, and Intercom systems • Knowledge of Kantech, ICT, Salto, and Brivo Access Control Systems will be considered a strong asset • Working knowledge of elevator control systems and HVAC systems is highly desirable • Strong understanding of operational requirements for multi-unit residential buildings, including coordination with property management, building staff, and residents • Strong understanding of IP networking, PoE devices, structured cabling, and system integrations • Experience working with ticketing platforms and collaborative platforms (e.g., Confluence , Slack ) • Technical proficiency – Deep understanding of IT infrastructure, integrated building systems, and digital security technologies • Analytical thinking – Ability to evaluate complex systems and develop actionable insights • Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences • Adept at working cross-functionally and fostering relationships across technical and non-technical teams • Proactive in identifying areas for improvement and taking ownership of outcomes • Must have access to a vehicle and a valid driver’s license (G class)

🏖️ Benefits

• Work from home • Unlimited paid time off • Flexible schedules • Competitive compensation structure • 100% employer-paid benefits • Employee stock option packages • Support for professional growth