The Chubb Fire & Security Difference... Service Excellence Technology Leadership Focus on Quality National Coverage Single Point of Contact A Name You Can Trust Chubb Fire & Security provides an unparalleled portfolio of security and life safety solutions to Canadian institutions, businesses and residences. We deliver advanced solutions to many of the most demanding security and life safety requirements across the country. Our coast-to-coast coverage is provided through a team of experts sharing a common focus on service excellence. Our proven capabilities yield the ultimate in peace of mind to those that we serve. Role Summary: Reporting to the Video Monitoring Supervisor, the Technical Support Specialist will provide exceptional customer service and technical support to clients and field techs. Resolve clients\' software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; analyzing log files, replicating, and reproducing customer issues and reporting escalations to Senior Support. Key Job Responsibilities: \xc2\xb7 Handle inbound support calls and Teamschat inquiries as well as requests. Make outbound calls to customers and field techs and respond to support requests additionally via email. \xc2\xb7 Thoroughly document step-by-step troubleshooting performed in support cases via the MasterMind platform throughout the lifecycle of the case. \xc2\xb7 Escalate unresolved issues in a timely manner after collaborating with fellow team members. \xc2\xb7 Any project work as needed by the department Supervisor. \xc2\xb7 This is a rotational shift schedule. \xc2\xb7 Candidates must have the ability to work different shifts including weekends and holidays. Documentation, Collaboration, Coordination and Training: \xc2\xb7 Participate in internal training sessions with Senior Support/Escalations and Development. \xc2\xb7 Collaborate with other technical support members and provide information to others by utilizing internal SOP. \xc2\xb7 Create, edit, and submit internal knowledge base to assist other team members in the future. Qualifications: \xc2\xb7 Effective communication, both written and verbal with exceptional people skills. \xc2\xb7 Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team. \xc2\xb7 General understanding of Windows Server 2012-2019, Windows 7/8/10. \xc2\xb7 General understanding of computer hardware and networking \xc2\xb7 General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems. \xc2\xb7 College Degree in Administration, Computer Science, IT, Technology. \xc2\xb7 Networking or PC Tech-related certificates are considered assets. \xc2\xb7 Prior support/troubleshooting experience with VMS/IP Cameras such as IndigoVision, Avigilon, Verint and ExacqVision is considered an asset. More about the position: Our offerings include Competitive compensation and benefit package RRSP matching Employee Discounts Learning and Development opportunities Reward and Recognition Program A culture of performance & accountability A supportive and positive team environment Background Check Requirements: As a condition of employment, this position may be subject to the successful completion of the following pre-employment conditions:

• Criminal Background Check
• Reference Check

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. Job Types: Full-time, Permanent Pay: From $50,000.00 per year Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)

Work Location: In person