{"id":3740491,"url":"https://alion.io/job/1valet-systems-analyst-technical-support-2","title":"Systems Analyst - Technical Support","company":{"id":3784790,"name":"1VALET","domain":"1valet.com","url":"https://alion.io/company/1valet","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Intercom","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-03-09T00:00:00Z","employer_posted_date":"2026-03-09","last_verified_at":"2026-11-06T10:48:55Z","board_verified":true,"closed_at":null,"days_open":242,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":242},"description":"Job Title: Systems Analyst - Technical Support\nCareer Level: Level 06\nReporting To: Manager, Technical Support\nLocation: GTA, Ottawa or Vancouver\nJob Description Summary:\nWe are seeking a highly skilled and technically proficient System Analyst - Technical Support\nto join our Technical support team. This pivotal role acts as the first line of technical escalation,\nresponsible for diagnosing and resolving complex system-related issues across software,\nhardware, and integrated building technologies. The successful candidate will possess\nspecialized knowledge in Computer Networks, CCTV surveillance, Access Control, and\nIntercom systems, ensuring seamless operational support for our clients - including property\nmanagers, building staff, and residents.\nThe System Analyst will leverage their technical acumen and problem-solving capabilities to\ndeliver efficient resolutions, reduce recurring incidents, and support long-term system\nimprovements. In addition to hands-on troubleshooting, this role plays an integral part in\ncontinuous service optimization by collaborating with cross-functional teams across\nEngineering, Product, and Client Services.\nKey Responsibilities\nTechnical Support\nServe as the primary technical contact for escalated support requests, ensuring prompt,\nprofessional, and effective resolution.\nDiagnose and resolve advanced technical issues related to:\nCCTV systems (IP/network-based, NVR configurations, video analytics)\nAccess Control platforms (credentialing, door controllers, secure entry)\nIntercom systems (IP-based communication platforms, remote entry solutions)\nConduct root cause analysis for recurring issues, developing mitigation strategies and\npreventative solutions.\nProvide technical guidance to users via phone, email, and live chat, with an emphasis on clarity\nand customer service excellence.\nPerform remote diagnostics, testing, and system validation for software and hardware\ninstallations as required.\nMaintain detailed records of all support interactions within the ticketing system, adhering to\nestablished SLAs and service quality standards.\nProvide remote support via tools such as Remote Desktop Management (RDM) and VPN to\ntroubleshoot and configure client systems securely.\nSupport and troubleshoot computer networks, including IP addressing, switches, PoE devices,\nand basic routing.\nBusiness and Process Improvement\nWork closely with internal teams, including Engineering, QA, Product Management, and\nInstallation, to address complex technical challenges.\nEscalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout\nthe incident lifecycle.\nSupport the successful deployment of system upgrades, new technology rollouts, and process\nautomation efforts.\nParticipate in post-mortem reviews and contribute to technical knowledge bases for future\nreference.\nSystems and Root Cause Analysis\nAnalyze system performance, user behavior, and incident patterns to identify opportunities for\nprocess and system optimization.\nPartner with development teams to define functional requirements and deliver scalable,\ncustomer-centric technical solutions.\nDrive improvements in system reliability and support efficiency, with the goal of reducing\nincident volume over time.\nCreate and maintain comprehensive documentation, including user guides, technical\nprocedures, and troubleshooting manuals.\nQualifications & Experience\nBachelor’s degree or diploma in Computer Science, Information Technology, Systems\nEngineering, or a related discipline.\nEquivalent professional experience may be considered in lieu of formal education.\nProfessional Experience\n3-5 years of progressive experience in technical customer support, system analysis, or\na similar role within a technology-driven organization.\nProven expertise in supporting and troubleshooting CCTV technologies, Access Control\nsystems, Intercom systems.\nStrong understanding of IP networking, PoE devices, structured cabling, and system\nintegrations.\nExperience working with ticketing platforms and collaborative platforms (e.g.,\nConfluence, Slack).\nCore Competencies\nTechnical Proficiency - Deep understanding of IT infrastructure, integrated building\nsystems, and digital security technologies.\nAnalytical Thinking - Ability to evaluate complex systems and develop actionable\ninsights.\nCustomer Centricity - Strong focus on end-user satisfaction and service quality.\nCommunication Skills - Excellent written and verbal communication abilities, with the\nskill to translate technical concepts for diverse audiences.\nCollaboration - Adept at working cross-functionally and fostering relationships across\ntechnical and non-technical teams.\nInitiative & Ownership - Proactive in identifying areas for improvement and taking\nownership of outcomes.\nRole Level Expectations- Band 6\nThis role is aligned to Band 6 and represents an Advanced Professional Level within the\norganization:\nApplies extensive knowledge of technical practices and business operations to resolve a\nwide range of issues.\nWorks independently under minimal guidance and contributes to strategic initiatives.\nMentors junior staff, Co-workers and leads functional projects with moderate to high\nimpact.\nExercises sound judgment in selecting techniques and evaluating criteria for problem\nresolution.\nSolves complex problems; takes a new perspective using existing solutions.\nThis is typically career level.\nHas knowledge of best practices and how own area integrates with others; is aware of\nthe competition and the factors that differentiate the company in the market.\nActs as a resource for other team members.\nImpacts a range of customer, operational, project or service activities within own team\nand other related teams; works within broad guidelines and policies.\nExplains complex, difficult and/or sensitive information; works to build consensus.\nNice to Have\nExperience working in Smart Building, IoT, or related industries.\nBilingual (English/French), especially for servicing Quebec-based clients.\nFamiliarity with the multifamily residential market or property management\noperations.\nCertifications - Salto Access Control, Hanwa CCTV, Hikvision CCTV, Unifi Networks\netc.\nWhy Join Us?\nAs a member of our Technical Support team, you will contribute to shaping the future of smart\nbuilding technologies. You’ll work in an innovative, fast-paced environment where your expertise\nwill directly impact user satisfaction, operational efficiency, and system performance. Join us\nand be part of a team that values technical excellence, collaboration, and customer focus.","description_format":"text","description_chars":6566,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Smart Building & Cities","Access Control & Alarm Systems"],"lifecycle":[{"event":"open","at":"2026-11-04T11:39:39Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.181,"p_room":0.28,"age_days":242,"expected_fill_days":26,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/1valet-systems-analyst-technical-support-2","json_url":"https://alion.io/job/1valet-systems-analyst-technical-support-2.json","meta":{"generated_at":"2026-11-06T13:50:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25480,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3784790},"rest":"https://alion.io/mcp/rest/get_company?id=3784790"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F1valet-systems-analyst-technical-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F1valet-systems-analyst-technical-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F1valet-systems-analyst-technical-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/1valet-systems-analyst-technical-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F1valet-systems-analyst-technical-support-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3740491}},{"tool":"search_jobs","arguments":{"company":"1valet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3740491},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}