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.

Responsibilities

• Service and Resolution (70%)
  • Maintain, service, install, and test basic access control, security components, and Video/CCTV systems
  • Diagnose CCTV system problems and determine faulty components
  • Program digital video recorders and network video recorders according to client needs
  • Ensure systems are serviced properly and on time in accordance with Kastle’s procedures and quality control standards
  • Provide regular progress updates to stakeholders
  • Communicate with customers, representatives, contractors, and Kastle staff to service, install, and test equipment
  • Service and repair Kastle access control and video systems
  • Interface with customers to ensure their confidence in the Kastle system
  • Verify completed work is documented accurately and consult with manager to resolve discrepancies
  • Maintain company-owned vehicles, tools, equipment, and individual tool issue
  • Travel locally to worksites in the DC Metro area
• Service Ticket Administration (15%)
  • Manage tickets once assigned
  • Log technician hours and parts used on jobs; change billing status after consultation with CS and/or I&S Director
  • Provide accurate documentation for completed work and consult with Technical Support to resolve discrepancies
  • Process work orders and service requests in the field service dispatch system
• Equipment Maintenance and Inventory (5%)
  • Maintain and protect building keys to customer buildings
  • Provide proper documentation for inventory control and maintain proper inventory for vehicles and projects
  • Be available to perform end-of-year and interim inventory counts
  • Maintain 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 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 coworkers in a clear and professional manner
• Self-motivated with excellent attention to detail
• Must be 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.