Concepteur principal dirigeant la conception de systèmes BAS/CVAC chez Automated Logic. Développement, programmation, essais et mentorat pour des solutions intelligentes d’automatisation des bâtiments.
About the role
- Systems Analyst providing technical support for CCTV, HVAC, and Access Control. Collaborating with teams to resolve issues and improve systems.
Responsibilities
- Reporting to the Manager, Technical Support, system analysts act as the first point of contact for all technical and support-related queries from property managers and residents.
- Act as the first point of contact for technical issues related to CCTV, HVAC, Intercom, Access Control or our internal Apps and work to resolve them efficiently.
- Troubleshoot software, hardware, and network problems, escalating more complex issues when necessary.
- Assist customers or internal teams in resolving technical issues via phone, email, or live chat. Provide clear and concise instructions to guide users through troubleshooting steps.
- Take full ownership of reported issues from the initial contact through to resolution, ensuring timely follow-up and resolution within agreed-upon SLAs (Service Level Agreements).
- Accurately document all support cases in the ticketing system.
- Collaborate with other departments such as engineering and product management to resolve complex issues and identify long-term solutions.
- Address and resolve system-related issues, working closely with technical teams to provide timely solutions.
- Perform on-site testing and troubleshooting as needed, ensuring that hardware, software, and systems are functioning as expected.
- Assist in the implementation of new systems or upgrades, ensuring smooth transitions and minimal disruptions to the clients and residents.
Requirements
- Bachelor’s degree in computer science, Information Technology, Business, or a related field, equivalent work experience or a combination of work experience and education.
- 5 years of hands-on experience configuring and troubleshooting 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) and HVAC systems.
- Experienced with tools for Remote support (i.e. Remote Desktop Management, VPN Tunnels, etc)
- Strong analytical and critical thinking skills to identify issues and develop solutions.
- Excellent written and verbal communication skills to interact with both technical teams and non-technical stakeholders.
- Ability to create precise system documentation and specifications.
- Experienced with ERP or CRM systems, including ticketing systems (HubSpot, Jira, Zendesk)
- Knowledge of cloud-based technologies
- Familiarity with data analysis tools and business intelligence systems
- Strong understanding of property management solutions for residential and commercial
- Ability to speak French is considered a plus
Benefits
- A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment.
- Work with an incredible product – we truly believe we have the best product on the market.
- Trust and flexibility : Work from home, unlimited paid time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
- Competitive compensation structure and 100% employer-paid benefits.
- Extra perks : Employee stock option packages, employer-paid benefits, and support for professional growth.
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