Help Desk Support Technician jobs in Ottawa, ON

Convergint is currently recruiting for a Security Systems Technician to join our team. As a Security Technician, you will be responsible for providing customer and technical support for installed security systems; installing, programming, system start-up/check-out, certification, and related customer training on assigned security projects including small to large projects that vary in complexity, servicing and supporting existing customers by responding to service calls, carrying out Customer Support Programs and small projects business.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Installs, programs, tests, repairs, and services a substantial variety of security systems and equipment fire. Colleague is key interface for the provision of technical support and training for the customer and as such is accountable for maximizing customer satisfaction. Assignments are broad in nature and may require a high level of ingenuity and proficiency.
• Reads blueprints, schematics, manuals, and other specifications to determine installation requirements; Interprets manuals, schematics, and wiring diagrams, and repairs equipment, utilizing knowledge of electronics and using advanced test instruments and hand tools.
• Responds on client sites to a variety of customer service calls, scheduled maintenance calls, and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, repair and debug a variety of systems. Uses solid troubleshooting skills to isolate and fix problems in malfunctioning equipment or software. Installs projects as necessary.
• Identifies and resolves problems for service calls including emergency calls; analyzes repair requirements and provides customer with appropriate solutions; completes necessary repairs and replacements as needed; exercises judgment in selecting methods, techniques, and evaluation criterion for obtaining results.
• Operates systems to demonstrate equipment, commission new systems, analyze performance and identify malfunctions. Writes a variety of non-routine programs for systems.
• Consults with supervisor to resolve unusual problems in system operation, maintenance, and warranty work.
• Advises supervisor regarding customer satisfaction, product performance, installation techniques and standards as well as suggestions for product improvements.
• Executes most of the technical aspects of multiple projects with varying timelines and budgets including programming, graphics development, start-up, certification testing, customer training, close-out documentation, and on-going technical support etc.
• Identifies potential project risks, communicates to appropriate parties and assist in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project deadlines.
• Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes in scope and identifies ways to continuously improve customer satisfaction.
• Completes accurate and detailed service reports for customer and Convergint to allow for accurate invoicing and job cost tracking. Provides technical support to end users when applicable. Seeks technical guidance from more experienced staff or product vendors when required.
• Using technical knowledge, skills and experience, may act as mentor for other staff members. May provide guidance to workers in testing, tuning, and adjusting equipment to obtain optimum operating performance.
• Executes all work in accordance with Provincial, local regulations, general best practices as well as company health and safety policies and procedures.
• Operates systems to demonstrate equipment, commission new systems, analyze performance and identify malfunctions. Writes non-routine programs of substantial variety and complexity for systems.
• Consults with supervisor and/or engineering personnel to resolve unusual problems in system operation, maintenance, and warranty work.
• Advises supervisor regarding customer satisfaction, product performance, installation techniques and standards as well as suggestions for product improvements.
• Executes all the technical aspects of multiple projects with varying timelines and budgets including, preparation of project documentation such as commissioning reports, as-built drawings, programming, graphics development, start-up, certification testing, customer training, close-out documentation, and on-going technical support, etc.
• Identifies potential project risks, communicates to appropriate parties and assist in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project deadlines.
• Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes in scope, and identifies ways to continuously improve customer satisfaction.
• Using technical knowledge, skills and experience, mentors and trains less experienced staff. May supervise workers in testing, tuning, and adjusting equipment to obtain optimum operating performance.
• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.

What You’ll Need

• Exceptional customer focus and ability to regularly work under pressure; consistent ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted
• Strong technical skills and experience related to electronic security systems; may adapt and develop procedures, processes, tools to meet the more complex requirements of the job
• Strong programming skills and proven ability to troubleshoot problems and look for solutions
• Must be a self-starter and work well without direct supervision
• Solid mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper) and ability to read blueprints and drawings; solid math skills (for some positions, this may include calculating area, velocity, resistance, voltage, etc.)
• Frequent visits to jobsites are required. Minimal overnight travel is required. Valid driver’s license required.
• Strong verbal, written and interpersonal communication skills
• Excellent organizational skills and the ability to handle multiple projects simultaneously
• Highly proficient computer skills including familiarity with MS Office applications (Outlook, Word, Excel)

Requirements:

• Due to the nature of our business, a security clearance is required
• Relevant trade experience is an asset
• Technical experience with electronic security systems demonstrating technical skills is a benefit, but not mandatory.
• Industry-specific certifications such as Lenel, Genetec, CCure, AMAG, Kantech, Avigilon, are an asset.

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company.

We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Immediate comprehensive benefit plan (medical, dental, etc.)
• Employer contribution to RRSP;
• Fleet Vehicle
• Work environment committed to safety;
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Corporate Social Responsibility Day
• And much more

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

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