Fire Alarm Technical Support Specialist
Location: [Oakville, Ontario]
Position Type: Full-Time
Department: Technical Support
Reports To: Technical Support Manager
About the Role:
We are seeking an Intermediate Fire Alarm Technical Support Specialist to join our growing technical support team. In this role, you will provide advanced technical assistance to field technicians, ESD partners, electrical contractors, and end users working with our fire alarm systems. This position is ideal for someone with strong hands-on experience in fire alarm systems who enjoys troubleshooting, problem-solving, and supporting others.
Key Responsibilities
System startup, configuration, programming, troubleshooting, and code-compliance questions.
Conduct system verification on fire alarm installations, including functional testing of devices, panel programming review, signal transmission, and end-to-end system performance to ensure compliance with ULC standards and manufacturer specifications.
Provide phone, email, and remote technical support for fire alarm control panels, initiating devices, notification appliances, and related life-safety systems.
Diagnose system issues, including wiring faults, programming errors, communication failures, and device compatibility concerns.
Review submittals, point-to-point wiring, and panel configurations to support accurate installations.
Document support cases, resolutions, and recurring issues; contribute to knowledge-base articles.
Collaborate with engineering, product, and field teams to escalate complex issues.
Support internal training sessions on new products, software releases, or common troubleshooting topics.
Qualifications:
2–10 years of experience in fire alarm installation, service, programming, or technical support.
Working knowledge of fire alarm control panels, notification circuits, SLC/device loops, and networked systems.
Familiarity with relevant codes and standards (NFPA 72, CAN/ULC 524/536/537, Ontario Building Code, Ontario Fire Code.
Ability to read wiring diagrams, riser drawings, and sequence-of-operations.
Strong diagnostic and problem-solving skills; ability to guide others through solutions.
Excellent communication skills with both technical and non-technical users.
Proficiency with basic computer software.
Experience with configuration tools or fire alarm programming software is an asset.
Full CFAA license.
What We Offer:
Competitive salary and benefits package
Opportunities for training, certification reimbursement, and career development
Supportive team environment with exposure to cutting-edge fire alarm technology
Company Laptop, Cellphone and other specialized fire alarm testing equipment
