Junior Technical Support Analyst

Vigil (part of ASSA ABLOY Global Solutions Senior Care) is dedicated to improving seniors' quality of life through creative technology. We develop, manufacture and sell sophisticated electronic locking, resident monitoring and emergency call technologies throughout North America. Ours is a fast-paced environment where hard work, initiative, teamwork and flexibility are prized, and we are looking for a like minded individual to fill a key role in our Company.  We have a collaborative, open door culture based on trust where new ideas are welcome.

If you have a strong work ethic and are looking to make a difference and feel appreciated, we would invite you to join our team. 

Here are the specifics about the job:

Job Title: Junior Technical Support Analyst                               Location: Victoria, BC (In Office)

Reporting To: Manager Technical Services                  Travel: Occasional travel required; valid passport necessary

Description:

The Junior Technical Support Analyst will be responsible for providing exceptional technical support to customers and internal stakeholders. This includes advanced troubleshooting, proactive system updates, and direct interaction with customers via phone, email, and remote access. The role also involves after-hours emergency support on a rotational basis and periodic on-site client support for system installation and commissioning. After hours support is on a work from home basis and provides opportunities for overtime for a motivated candidate.

Education, Training and Other Requirements:

• Undergraduate degree or technical diploma preferable
• Customer service training an asset

Experience:

• 2+ years in a technology-based support role in a Windows (W10, W11) environment.
• Familiarity with low-voltage systems or electronic locking technologies is an asset.
• Hands-on experience with the following:

• • Microsoft 365 (Teams, Outlook, Office Suite)
  • Salesforce CRM or equivalent CRM platforms
  • Basic Linux operations (preferred).

• Proven ability to diagnose and resolve hardware/software issues remotely.

Skills/Competencies:

• Advanced troubleshooting and problem-solving abilities.
• Strong communication skills (verbal and written).
• Patience and professionalism in customer interactions.
• Strong organizational skills, including time management and adaptability.
• Technical aptitude with the ability to learn complex systems quickly.
• Ability to work both independently and as part of a team.

Responsibilities:

• Deliver exceptional technical support to clients, ensuring timely and efficient issue resolution.
• Maintain detailed records of all support interactions in the company CRM system.
• Acquire and apply expert-level knowledge of Vigil and VingCard technologies.
• Provide after-hours emergency support as part of a rotating schedule (eligible for overtime).
• Support project managers and trainers with technical input and system setup as needed.
• Execute remote software upgrades and ensure smooth operation.
• Prepare and configure Vigil systems prior to client delivery.
• Conduct thorough troubleshooting of customer systems remotely or on-site.
• Participate in on-site commissioning and training of new installations.
• Operate and maintain testing and diagnostic equipment.
• Contribute to quality assurance initiatives to enhance customer satisfaction and product reliability.
• Provide feedback to improve customer satisfaction and business processes.
• Uphold professionalism and technical expertise in all work-related activities.
• Travel, possibly international, for training and on-site customer visits (on occasion)
• Additional duties as assigned.

Compensation:

• Starting salary will be $46,000 to $52,000 commensurate with experience and education
• Eligible for extended benefits after successfully completing 90 days of work.
• For evening and weekend support employees will be paid a minimum of four hours overtime for any day worked (received a support call.) On days that an employee has already worked a standard workday, or for calls received outside of the first four-hour period on a non-standard workday, they will be compensated on a per minute basis, rounded to the nearest 30 minutes, for each call.

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We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.