Team Lead, Technical Customer Support

Houle Electric Canada; Victoria; On-site; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Flexible work arrangements

Hybrid work options

Competitive vacation policy

RRSP matching

Health and wellness reimbursements

Houle days off

Job summary

Houle leads a Customer Technical Support Team to ensure secure, reliable service delivery across alarm, access control, and CCTV systems in the Victoria office. The role blends leadership, hands-on technical troubleshooting, and customer-focused process improvement within a fast-paced, collaborative environment.

The ideal candidate brings 3+ years of leadership in technical customer support, strong communication skills, and experience with Net Help Desk and alarm platforms.

Qualifications

• 3+ years leading a technical customer service or service coordination team.
• Hands-on alarm programming and setup (fire and intrusion systems).
• Working knowledge of DSC and Bosch alarm platforms and ULC requirements.
• Experience with access control systems, Entrapass preferred.
• Familiarity with CCTV systems and related hardware.
• Experience troubleshooting technical issues remotely.
• Knowledge of alarm account setup and monitoring processes.
• Experience using ticketing or service management systems (Net Help Desk).
• Strong networking fundamentals and electronic systems knowledge.
• Excellent communication and problem-solving skills.
• Strong organizational skills in a fast-paced environment.
• Knowledge of healthcare technologies (Nurse Call, Patient Wandering) is an asset.

Responsibilities

• Lead and support the Technical Customer Support team with guidance and training.
• Act as escalation point for customer and technical issues, ensuring timely resolution.
• Prioritize service requests, create work orders, and coordinate technicians and resources.
• Provide remote technical support for intrusion, fire alarm, access control, and CCTV systems.
• Program and configure alarm systems for new installations and monitoring agreements.
• Coordinate with alarm monitoring stations on account administration and escalations.
• Manage access control credentials and alarm codes for employees and customers.
• Maintain ticketing and service management systems like Net Help Desk.
• Develop procedures, technical documentation, and knowledge base resources.
• Participate in client meetings, maintain records, prepare reports, and support projects.
• Collaborate with Service, Projects, Programming, and Operations for effective delivery.

Skills

Team leadership

Customer service

Technical support

Alarm programming

Access control

CCTV systems

Remote troubleshooting

Net Help Desk

Networking basics

Problem solving

Tools

Entrapass

DSC alarm platforms

Bosch alarm platforms

Job description

A career that gives you purpose. A company that stands up for you. A team where you can be yourself. Sound too good to be true? This is life at Houle. We believe in empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging projects.

About this role

We are recruiting for a Team Lead, Customer Technical Support to join the Security Technology team at our Victoria office.

We're looking for professionals with strong customer service and team leadership experience to ensure efficient, customer focused delivery of Security Service operations. As the Team Lead, Technical Customer Support, you'll oversee customer support operations, provide technical expertise for alarm, access control, and CCTV systems, coordinate service delivery, and support a team dedicated to providing outstanding customer experience. This role combines leadership, technical troubleshooting, customer service, and process improvement in a fast‑paced and collaborative environment.

Here’s how your role will strengthen our team.

Your responsibilities

• Lead and support the Technical Customer Support team by providing guidance, training, and assistance with day‑to‑day operations
• Act as the escalation point for customer and technical issues, ensuring timely resolution and exceptional customer service
• Triage and prioritize service requests, create work orders, and coordinate technicians and resources to meet customer needs
• Provide remote technical support and troubleshooting for intrusion, fire alarm, access control, and CCTV systems
• Program and configure alarm systems for new installations, including alarm account setup and monitoring agreements
• Coordinate with alarm monitoring stations regarding account administration, monitoring issues, and escalations
• Manage access control credentials, permissions, and alarm codes for employees and customers
• Administer and maintain ticketing and service management systems, including Net Help Desk
• Develop and maintain procedures, technical documentation, and knowledge base resources
• Participate in client meetings, maintain customer records, prepare reports, and support special projects
• Collaborate with internal teams including Service, Projects, Programming, and Operations to ensure effective service delivery

Your experience and skills

• 3+ years of experience leading, coaching, or supporting a technical customer service or service coordination team
• Hands‑on experience with alarm programming and setup, including fire and intrusion systems
• Working knowledge of DSC and Bosch alarm platforms and ULC requirements
• Experience with access control systems, preferably Entrapass
• Familiarity with CCTV systems and related hardware
• Experience troubleshooting technical issues remotely
• Knowledge of alarm account setup, monitoring agreements, and alarm monitoring processes
• Experience using ticketing or service management systems, preferably Net Help DeskStrong understanding of networking fundamentals and electronic systems
• Excellent communication, customer service, and problem‑solving skills
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment
• Knowledge of healthcare technologies such as Nurse Call and Patient Wandering systems is an asset

About Houle

As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.

Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.

As a certified Great Place to Work, recognized Best Workplaces for Women, and one of Canada's Best Managed companies, we have been recognized for our efforts in creating a safe and inclusive work environment.

Why join our team?

• We emphasize having a work‑life balance – We embrace work‑life balance and offer flexible work arrangements including hybrid work options for eligible roles, and a competitive vacation policy.
• Continuous development is a top priority – Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
• Our employee benefits prioritize your financial, physical, and mental well‑being – From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
• We have many exciting project opportunities – With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
• We have fun! Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events!
• A safe space for everyone – We celebrate diversity and are proud to be an equal‑opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.

Salary range: $75,000 - $95,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.

Houle will not be accepting unsolicited resumes from recruitment firms sent to HR, our managers, or employees directly without a signed agreement within the last 12 months. Unsolicited resumes sent to Houle will not be accepted or obligate our organization to pay any fees if the candidate is hired through alternate contacts.