Remote Systems Analyst - Technical Support

Bilinguallink; North Vancouver; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

Bilinguallink is seeking a Systems Analyst – Technical Support to join our team across the GTA, Ottawa, or Vancouver. The role serves as the first line of technical escalation for diagnosing and resolving issues in software, hardware, and integrated building technologies including CCTV, access control, and intercom systems.

You will work closely with Engineering, Product Management, QA, and Client Services to deliver efficient resolutions, drive service improvements, and provide clear guidance

Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or related field.
• Equivalent professional experience may be considered in lieu of formal education.
• 3–5 years of progressive experience in technical customer support or system analysis.
• Proven expertise in CCTV technologies, Access Control systems, Intercom systems.
• Strong understanding of IP networking, PoE devices, and system integrations.

Responsibilities

• Serve as the primary technical contact for escalated support requests.
• Diagnose and resolve advanced technical issues related to CCTV, Access Control, and Intercom systems.
• Conduct root cause analysis for recurring issues and develop mitigation strategies.
• Provide remote support and guidance via phone, email, and live chat.
• Collaborate with Engineering, QA, Product Management, and Client Services to deploy upgrades and improvements.
• Maintain documentation and contribute to knowledge bases.

Skills

Technical proficiency

Analytical thinking

Customer centricity

Communication skills

Collaboration

Initiative & ownership

Education

Bachelor’s degree or diploma in Computer Science/IT/Systems Engineering

Tools

Confluence

Slack

Job description

Job Title

Systems Analyst – Technical Support

Career Level

Level 06

Reporting To

Manager, Technical Support

Location

GTA, Ottawa or Vancouver

Job Description Summary

We are seeking a highly skilled and technically proficient System Analyst – Technical Support
to join our Technical support team. This pivotal role acts as the first line of technical escalation,
responsible for diagnosing and resolving complex system-related issues across software,
hardware, and integrated building technologies. The successful candidate will possess
specialized knowledge in Computer Networks, CCTV surveillance, Access Control, and
Intercom systems, ensuring seamless operational support for our clients — including property
managers, building staff, and residents.

The System Analyst will leverage their technical acumen and problem-solving capabilities to
deliver efficient resolutions, reduce recurring incidents, and support long‑term system
improvements. In addition to hands‑on troubleshooting, this role plays an integral part in
continuous service optimization by collaborating with cross-functional teams across
Engineering, Product, and Client Services.

Key Responsibilities

Technical Support

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 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, with an emphasis on 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.

Business and Process Improvement

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.

Systems and Root Cause Analysis

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.

Qualifications & Experience

• Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline.
• Equivalent professional experience may be considered in lieu of formal education.

Professional Experience

• 3–5 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, Intercom systems.
• Strong understanding of IP networking, PoE devices, structured cabling, and system integrations.
• Experience working with ticketing platforms and collaborative platforms (e.g., Confluence, Slack).

Core Competencies

• 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.
• Customer Centricity – Strong focus on end‑user satisfaction and service quality.
• Communication Skills – Excellent written and verbal communication abilities, with the skill to translate technical concepts for diverse audiences.
• Collaboration – Adept at working cross‑functionally and fostering relationships across technical and non‑technical teams.
• Initiative & Ownership – Proactive in identifying areas for improvement and taking ownership of outcomes.

Role Level Expectations

• Applies extensive knowledge of technical practices and business operations to resolve a wide range of issues.
• Works independently under minimal guidance and contributes to strategic initiatives.
• Mentors junior staff, Co‑Workers and leads functional projects with moderate to high impact.
• Exercises sound judgment in selecting techniques and evaluating criteria for problem resolution.
• Solves complex problems; takes a new perspective using existing solutions.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate the company in the market.
• Acts as a resource for other team members.
• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies.
• Explains complex, difficult and/or sensitive information; works to build consensus.

Nice to Have

• Experience working in Smart Building, IoT, or related industries.
• Bilingual (English/French), especially for servicing Quebec-based clients.
• Familiarity with the multifamily residential market or property management operations.
• Certifications – Salto Access Control, Hanwa CCTV, Hikvision CCTV, Unifi Networks etc.

Why Join Us?

As a member of our Technical Support team, you will contribute to shaping the future of smart building technologies. You’ll work in an innovative, fast‑paced environment where your expertise will directly impact user satisfaction, operational efficiency, and system performance. Join us and be part of a team that values technical excellence, collaboration, and customer focus.