Service Technician III

Join the leader in providing smarter solutions for a safer world. The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries and the customers they serve.

Delivering a world class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.

We're searching for a Service Technician III who will take the lead on prividing service to customers in our Mid-Atlantic market. This will include testing, troubleshooting, and repairing all aspects of our security systems including access control and video systems at customer sites.

• Maintains, services, installs, tests basic access control, security components and Video/CCTV Systems.
• Diagnoses CCTV system problems and determines faulty components
• Programs digital video recorders and network video recorders according to client needs.
• Ensures that systems are serviced properly and on time in accordance with Kastle's procedures and quality control standards.
• Provides regular progress updates to all stakeholders.
• Communicates with customers, customer representatives, contractors and Kastle staff as necessary to service, install and test equipment.
• Answers escalated calls from Tier 1/Tier 2.
• Mentors and trains team members as needed.

• Manages tickets once assigned.
• Logs technician hours and parts used on jobs, changes the billing status on jobs after consultation.
• Provides accurate documentation for completed work and consults with Technical Support to resolve discrepancies.
• Processes work orders and service requests in dispatch system.

• Communicates and conducts meeting with IT, general contractors, building engineers, property managers, customers, customer representatives, subcontractors and Kastle staff as necessary to service, install, and test equipment.
• Provides regular progress updates to all stakeholders.
• Provides feedback and information to identify any potential barriers to timely execution of the repair.
• Communicates with managers to resolve discrepancies or issues.
• Trains customers on operation of equipment.

• Maintains and protects building keys to customer buildings.
• Provides proper documentation for inventory control and for maintaining proper inventory for vehicles and projects
• Maintains assigned company-owned vehicles, tools, equipment, and individual tool issue.

• Ten+ years of experience in alarm, access control, CCTV, and networking.
• Knowledge of building codes pertaining to construction, fire, and electrical systems.
• Ability to read and interpret wiring diagrams.
• Desired: CCNA or A+ certification
• Desired:
  Axis, Genetec, or Milestone certification.
• Competent in the setup and operation of Windows PCs and servers.
• Advanced electronics knowledge.
• Advanced electrical knowledge.
• Advanced diagnostic skills for more complex services.
• Ability to work closely with network and IT personnel about IP addressing issues.
• Knowledgeable of networking principles (IP, DNS, DHCP, firewalls, VPN, cabling).
• Knowledge and experience with wireless networks and troubleshooting.
• Experience with video cameras, lenses, DVR, NVR and video management.
• Capable of installing and troubleshooting switches, routers, and gateways.
• Experience installing Ethernet and Fiber Optic networks.
• Aptitude in basic programming
• Solid understanding of PIR technology, Doppler theory and AC/DC theory.
• Thorough knowledge of electronic testing equipment, hand and power tools.
• Mechanical aptitude and ability to use metering devices.
• Must be able to climb stairs and ladders, and carry tools and equipment not to exceed seventyfive pounds.
• Ability to write and maintain accurate and concise daily records.
• Ability to interface and communicate with customers and coworkers in a clear and professional manner.
• Self-motivated and excellent attention to detail.
• Must be…