Role Description Convergint is looking for a full-time, enthusiastic, results-driven, and forward-thinking Remote Services Technical Support Specialist to join our amazing culture. Under general supervision, the Technical Support Specialist II is responsible for configuring, commissioning, and supporting enterprise access control and video management systems across customer environments. This includes: - System programming - Device integration - Troubleshooting controllers and field hardware - Validating system functionality during startup and service activities The position requires hands-on experience with physical security platforms such as: - Lenel OnGuard - Genetec Security Center - CCURE 9000 - Similar systems This role serves as a technical interface with customers, supporting live systems, resolving faults, and ensuring system performance aligns with operational requirements. Work includes: - Remote diagnostics - Coordination with field technicians - Occasional direct involvement in system commissioning and testing Candidates should have practical experience working with physical security systems in a service, project, or field support capacity. General IT experience alone is not sufficient for success in this role. May provide guidance to less-experienced team members and support standardization of system configurations and support practices. Qualifications - Strong customer focus and ability to work under pressure - Solid technical skills and experience related to electronic security systems (CCTV, Access Control, Intercom, etc.) - Prior experience with one of the following brands: - Milestone - Genetec - Lenel - Avigilon - CCURE - Brivo - Genea - Alta - Solid programming skills and proven ability to troubleshoot problems and look for solutions - Must be a self-starter and work well without direct supervision - Strong verbal, written and interpersonal communication skills - Solid organizational skills and the ability to handle multiple projects simultaneously - Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel) and proficient in other relevant applications - Good skills with spreadsheets and data management - Good networking skills - Working knowledge of physical security and door hardware - Understanding of relay and relay logic Requirements - High School diploma or equivalent - Relevant trade experience preferred - Minimum of 2 years of previous, relevant field experience required - Experience in the electronic and security industry required - At least one active certification in video management systems (CCTV) and one active certification in access control from a recognized manufacturer or platform provider is preferred - Relevant platforms include enterprise systems such as LenelS2, Genetec, Software House (CCURE), Milestone, Avigilon, or similar - Equivalent hands-on experience with these systems may be considered in place of formal certification, provided the candidate can demonstrate strong proficiency in system configuration, troubleshooting, and support Benefits - Company Holidays and Paid Time Off - Immediate comprehensive benefit plan (medical, dental, etc.) - Employer contribution to RRSP - Work environment committed to safety - Colleague Assistance Program - Tuition reimbursement - Corporate Social Responsibility Day - And much more... Company Description 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. Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer. Disability accommodations are available on request for candidates taking part in all stages of the recruitment process.

• Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines. • Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems. • Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations). • Troubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics. • Investigate system performance, configuration, data flow, and deployment incidents by analyzing logs, metrics, and system outputs to identify root causes. • Monitor system health dashboards and proactively flag anomalies before customers report them. • Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details. • Assist with onboarding new customers by verifying device provisioning, connectivity, and system readiness. • Document incidents, investigations, fixes, and known issues, contributing to runbooks, internal knowledge base articles, and customer‑facing FAQs. • Maintain and improve support documentation and processes to drive continuous operational improvements and faster issue resolution.

• Troubleshooting/investigation of customer-reported issues and questions • Communication and analysis of relevant concepts, configuration setups, and product information • Positioning and accommodation of relevant Kantata SX capabilities and services • Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues • Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales • Time-specific shift attendance and resource schedule compliance for coverage purposes • Voice and video meetings with customers and colleagues

• Provide timely, efficient technical support with prompt responses to customer inquiries. • Troubleshoot and resolve customer issues via phone and other communication channels. • Follow up with customers post-troubleshooting to ensure full product functionality. • Build and maintain an internal knowledge base with useful guides and solutions. • Continuously refine and enhance the customer support process for better efficiency. • Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. • Participate in customer meetings when needed to troubleshoot and resolve issues directly.