Service Technician III - Kastle Systems

Overview:

 

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 Lead Service Technician who will take the lead on prividing service to customers in our Atlanta market. This will include testing, troubleshooting, and repairing all aspects of our security systems including access control and video systems at customer sites.

Responsibilities:

Service and Resolution

• 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.

Service Ticket Administration

• 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.

Documentation and Communication

• 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.

Equipment Maintenance and Inventory

• 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.

Qualifications:

• Seven 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 seventy‑five pounds.
• Ability to write and maintain accurate and concise daily records.
• Ability to interface and communicate with customers and co‑workers in a clear and professional manner.
• Self-motivated and excellent attention to detail.
• Must be available to perform end of year and interim inventory counts.
• Ability to perform quality service repairs on multiple supported products.
• Ability to train others.
• Work history must display stability and consistent attendance
• Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision.
• Must be available to work overtime, weeknights, and weekends as needed.

Other Eligibility Requirements:

• Must be able to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state (s) worked.
• Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.
• Must continue to maintain a safe driving record and valid driver’s license to fulfill the travel requirements of this position.

Equal Opportunity Statement:

At Kastle, we believe that diversity makes us stronger -  at work and in the world.  Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.