Service Technician II

About the role

The Service Technician II tests, troubleshoots and repairs all aspects of security systems including access control and video systems at customer sites. The role involves direct interaction with clients, representatives, contractors and Kastle personnel to deliver successful service and repair solutions. Service orders must be completed accurately and on time, meeting or exceeding client expectations. Experience with servicing CCTV, various video systems, networking (TCP/IP), and associated network routers, gateways, and switches is a plus. The position requires the ability to troubleshoot problems both on-site and remotely.

Responsibilities

• Service and Resolution (70%)
  • Maintains, services, installs, and 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 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, representatives, contractors, and Kastle staff to service, install, and test equipment
  • Services and repairs Kastle access control and video systems
  • Interfaces with customers to ensure their confidence in the Kastle system
  • Verifies completed work is documented accurately and consults with manager to resolve discrepancies
  • Maintains company-owned vehicles, tools, equipment, and individual tool issue
• Service Ticket Administration (15%)
  • Manages tickets once assigned
  • Logs technician hours and parts used on jobs; changes billing status after consultation with CS and/or I&S Director
  • Provides accurate documentation for completed work and consults with Technical Support to resolve discrepancies
  • Processes work orders and service requests in the field service dispatch system
• Equipment Maintenance and Inventory (5%)
  • Maintains and protects building keys to customer buildings
  • Provides proper documentation for inventory control and maintains proper inventory for vehicles and projects
  • Available to perform end-of-year and interim inventory counts
  • Maintains assigned company-owned vehicles, tools, equipment, and individual tool issue

Qualifications

• Advanced electronics knowledge
• Certified in Avigilon Video Security & Access Control
• Advanced electrical knowledge
• Mid-level to advanced networking knowledge with certifications
• Advanced diagnostic skills for more complex services
• Works closely with network and IT personnel on IP addressing issues
• Knowledge in access control (Z, Quad, other), locksmithing, wireless networking, delayed egress locks, specialty alarm systems (DMP/Silent Night), other access control manufacturers, training/certification, telephones, networking & IP
• Ability to perform quality service repairs on multiple supported products
• Work history must display stability and consistent attendance
• Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision
• Ability to interface and communicate with customers and co-workers in a clear and professional manner
• Self-motivated with excellent attention to detail
• Available to work overtime, weeknights, and weekends as needed
• Ability to lift, move, or carry items up to 75 pounds
• Required to maintain a valid driver’s license and clean driving record

Pay

The anticipated base salary range for this position is $60,000 – $70,000 annually, depending on experience, skills, education, and other job-related factors. This range reflects base pay only and may not include bonus, commission, equity, or other incentive compensation, where applicable. Actual offers are determined individually based on the candidate’s qualifications and internal equity considerations.

Benefits

Kastle Systems (and its affiliate, i2G) offers a competitive benefits package, which may include medical, dental, and vision coverage; 401(k) with company match; paid time off; and other benefits, depending on position and location.