Remote Technical Support Lead - Genetec Experience

Convergint is looking for a Technical Support Lead to join our amazing culture. As the Technical Support Lead, you will be responsible for overseeing the daily operations of a support team, managing escalations, and driving performance. This role requires close collaboration with the Technical Support Supervisor to ensure effective communication channels, resource coordination, and continuous service improvement across the team. The Technical Lead will also be responsible for system support, programming, system start-up/check-out, certification, commissioning and related customer training on projects and service. The technical lead provides technical supervision, coaching, and mentoring to other Remote Service colleagues with respect to the customer accounts that they are responsible for. 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. You want to grow with us and deliver results as an exceptional Technical Support Lead. 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”

• Responds to a variety of customer support calls, scheduled maintenance calls, and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, and debug a variety of systems for more complicated problems. Uses solid troubleshooting skills to isolate and fix problems in malfunctioning software.
• Serve as the primary point of contact for assigned customers regarding technical issues, resource coordination, and ongoing performance.
• Attend assigned customer update meetings and share curated performance data (e.g., Remote Service ticketing portal or equivalent reporting).
• Collaborate with the Technical Support Supervisor to define and follow structured escalation paths for critical or recurring issues.
• Ensure team alignment with contractual SLAs, internal processes, and client-specific workflows.
• Work in partnership with the Technical Support Supervisor to coordinate resources, resolve escalated incidents, and ensure smooth day-to-day operations.
• Provide regular updates on team performance, customer issues, and process gaps.
• Support the implementation of operational strategies, tools, and process improvements as directed by the Supervisor.
• Raise workforce coordination concerns or process risks proactively for leadership awareness and resolution.
• Supervise a team of technical support specialists, offering leadership, coaching, and mentoring. Conduct regular 1:1s, feedback sessions, and yearly performance reviews in alignment with team objectives
• Promote a collaborative and accountable team culture focused on service excellence and growth.
• Support onboarding, training and knowledge transfer for new team members.
• Manage scheduling, shift coverage, and technician assignments to meet service demand, including 24/7 support coverage where applicable. Coordinate with other team leads and the Technical Support Supervisor to ensure proper coverage across all accounts and projects.
• Work closely with the Global Services Coordination Team to ensure smooth scheduling processes and workflows are in alignment with customer needs.
• Provide expert guidance and troubleshooting support for complex or sensitive cases. Validate resolution quality, completeness, and adherence to documentation standards. Ensure Customer QA processes are held to a high standard and are being completed weekly by the teams. Stay informed on relevant technologies, systems, and vendor updates. Drive forward Customer standards both current and new to ensure consistency.
• Identify trends in recurring issues and propose process changes or tool enhancements. Work with the Supervisor to maintain accurate and up-to-date technical documentation, onboarding guides, and client-specific instructions. Foster a culture of continuous improvement and shared learning.
• Experience reading drawings, floor plans, schematics, manuals, and other specifications. Can assist internal stakeholders with reviewing programming sheets and if system design meets customer standards. Can review and discuss installation plan with Team. Able to compile programming documentation and update programming sheets and customer records
• Programs many security applications. Programs network devices, CCTV and video recording equipment.
• Ability to demonstrate equipment, commission new systems, analyze performance and identify malfunctions. Writes routine programs for systems.
• Consults with supervisor to resolve unusual problems in system operation, maintenance, and warranty work. Owns position on team.
• Executes many of the technical aspects of multiple projects with varying timelines and budgets including programming, maps development, start-up, certification testing, customer training, close-out documentation, and on-going technical support etc. Participates in system staging and product testing if required.
• Identifies potential project risks, communicates with appropriate parties and assists in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project/service deadlines.
• Always acts as “our customer’s best service provider” thereby ensuring Convergint Technologies is the customer’s first choice for service.
• Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
• Keeps up to date and informed on all company policies.
• Always presents a professional image of Convergint Technologies in appearance and behavior.
• Always demonstrates Integrity.
• Performs other duties and responsibilities as requested or required.

What You’ll Need

• Has exceptional customer service skills. The ability to maintain focus and ability to work under pressure; ability to gain customers’ confidence. Able to anticipate customer needs and deliver results.
• Has exceptional technical skills and experience related to electronic security systems.
• Exceptional programming skills and proven ability to troubleshoot problems and look for solutions.
• Demonstrates initiative regularly engages in proactive behavior and looks for opportunities
• Exceptional verbal, written and interpersonal communication skills
• Exceptional organizational skills and the ability to handle multiple projects simultaneously.
• Exceptional computer skills including exposure to MS Office applications (Outlook, Word, Excel)
• Good skills with Spreadsheets and Data management
• Exceptional experience with SQL and database
• Exceptional networking skills (Advanced preferred)
• Working knowledge of physical security and door Hardware
• Understands the banking industry and the equipment that Convergint services and maintains.
• Understanding of relay and relay logic
• Ability to demonstrate and train others.
• Able to supervise direct reports

Requirements

• College Diploma
• High School diploma or equivalent.
• Relevant trade experience preferred.
• Minimum of 5-7 years of previous, relevant field experience required.
• Experience with Genetec a must
• Experience in the electronic and security industry required.

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
• Immediate comprehensive benefit plan (medical, dental, etc.)
• Employer contribution to RRSP
• Work environment committed to safety.
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• 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 #SS