Lead Service Technician
Job Description
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. This is a unique and exciting opportunity for an innovative leader to come in and have an immediate impact. We are in a hyper-growth phase, and this role is critical in driving forward our talent acquisition success.
The Lead Service Technician will install, test, troubleshoot and repair all aspects of our security systems including access control, Intercom, phone, and IP video systems at customer sites. To that end, the Lead Service Technician interacts directly with the client, client representatives, other contractors and Kastle personnel to ensure a successful service and repair solutions. The Service Technician will ensure that service orders are completed accurately and on time, and that these services meet or exceed client expectations.
Responsibilities
Service & Resolution
- Maintains, services, installs, tests Basic access control, security components and Video/CCTV Systems.
- Diagnoses CCTV system problems and determine 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.
Service Ticket administration
- Manage tickets once assigned
- Logs technician hours and parts used on jobs, changes the billing status on jobs after consultation with Customer Support or Service management.
- Provides accurate documentation for completed work and consults with Technical Support to resolve discrepancies. Processes Work orders & Service requests in field service dispatch system
Equipment maintenance and Inventory
- Maintains and protects building keys to customer buildings.
- Responsible for providing proper documentation for inventory control and for maintaining proper inventory for vehicles. Must be available to perform end of year and interim inventory counts.
- Maintains assigned company-owned vehicles, tools, equipment, and individual tool issue.
- Works closely with network and IT personnel about IP addressing issues.
Documentation and Communication
- Communicates and conduct 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 and Technicians to resolve discrepancies or issues.
- Trains customers on operation of equipment.
Job Requirements
Accreditation:
- Five years of experience in the alarm, access control, CCTV and Networking.
- Work history must display stability and consistent attendance.
- Demonstrated ability to accept responsibility and carry out assigned tasks with limited supervision.
- 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.
Knowledge, Skills, and Abilities:
- Competent in the setup and operation of Windows PCs and servers.
- 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.
- Install, terminate, test, label cables: - Prepare racks and power for installation of customer equipment - Provide remote diagnostic and troubleshooting.
- Networking, Computers, Alarm systems, Access Controls and CCTV.
- Aptitude in basic programming
- Thorough knowledge installation techniques.
- Solid understanding of PIR technology, Doppler theory and AC/DC theory.
- Thorough knowledge of electronic testing equipment, hand and power tools.
- Proficient with MS Windows 7, MS Word & MS Excel
- Must successfully complete Kastle’s Training curriculum.
- 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.
- Must be able to distinguish colors.
- 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.
