Remote Services - Technical Support Specialist

Convergint Technologies Ltd•Vancouver, BC

6d•Remote

About The Position

Convergint is looking for a full-time, enthusiastic, results-driven, and forward-thinking Remote Services Technical Support Specialist to join our amazing culture. Under general supervision, the Technical Support Specialist II is responsible for configuring, commissioning, and supporting enterprise access control and video management systems across customer environments. This includes system programming, device integration, troubleshooting controllers and field hardware, and validating system functionality during startup and service activities. The position requires hands-on experience with physical security platforms such as Lenel OnGuard, Genetec Security Center, CCURE 9000, or similar systems, along with an understanding of door hardware, panels, readers, and field-level devices. This role serves as a technical interface with customers, supporting live systems, resolving faults, and ensuring system performance aligns with operational requirements. Work includes remote diagnostics, coordination with field technicians, and occasional direct involvement in system commissioning and testing. Candidates should have practical experience working with physical security systems in a service, project, or field support capacity. General IT experience alone is not sufficient for success in this role. May provide guidance to less-experienced team members and support standardization of system configurations and support practices.

Requirements

Strong customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted
Solid technical skills and experience related to electronic security systems (CCTV, Access Control, Intercom, …)
Prior experience with one the following brands: Milestone, Genetec, Lenel, Avigilon, CCURE, Brivo, Genea, Alta
Solid programming skills and proven ability to troubleshoot problems and look for solutions
Must be a self-starter and work well without direct supervision
Strong verbal, written and interpersonal communication skills
Solid organizational skills and the ability to handle multiple projects simultaneously
Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel) and proficient in other relevant applications
Good skills with Spreadsheets and Data management
Good networking skills
Working knowledge of physical security and door Hardware
Understanding of relay and relay logic
High School diploma or equivalent.
Relevant trade experience preferred.
Minimum of 2 year of previous, relevant field experience required.
Experience in the electronic and security industry required.

Nice To Haves

At least one active certification in video management systems (CCTV) and one active certification in access control from a recognized manufacturer or platform provider is preferred. Relevant platforms include enterprise systems such as LenelS2, Genetec, Software House (CCURE), Milestone, Avigilon, or similar.
Equivalent hands-on experience with these systems may be considered in place of formal certification, provided the candidate can demonstrate strong proficiency in system configuration, troubleshooting, and support.

Responsibilities

Installs, programs, tests, repairs, and services physical security systems including access control and video surveillance platforms. Responsible for system configuration, device integration, and support of controllers, readers, cameras, and related field hardware.
Acts as a primary technical interface for customers and is accountable for delivering a high level of service and satisfaction. Escalates only the most complex issues when required.
Reads and interprets blueprints, schematics, wiring diagrams, and technical documentation to support installation, maintenance, and repair of physical security systems.
Utilizes standard test equipment and tools to diagnose and resolve issues.
Executes all work in accordance with Provincial, local regulations, general best practices as well as company health and safety policies and procedures.
Commissions and validates system functionality through startup, testing, and performance analysis. Identifies faults, troubleshoots system issues, and implements corrective actions. Performs system programming and configuration as required.
Collaborates with supervisors and technical teams to resolve complex system issues, maintenance challenges, and warranty-related items.
Provides feedback on system performance, installation quality, and customer satisfaction. Recommends improvements to processes, standards, and system design where applicable.
Executes key technical aspects of projects including programming, system startup, testing, certification, customer training, and documentation. Supports ongoing service and maintenance of deployed systems.
Identifies risks related to system performance or project execution and communicates effectively to appropriate stakeholders. Assists in developing and implementing solutions to minimize impact to cost, schedule, and system reliability.
Works closely with Project Managers and supervisors to support project coordination and execution. Provides input on quality, scope changes, and opportunities to improve delivery and customer outcomes.
Provides mentorship and technical guidance to less-experienced staff. May support testing, tuning, and system optimization activities.
Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service.
Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
Keeps up to date and informed on all company policies.
Presents a professional image of Convergint Technologies at all times in appearance and behaviour.
Performs other duties and responsibilities as requested or required.