Security Systems Network & Field Support Engineer at Kastle Systems – New York, New York

Position Summary

We are seeking a technically skilled professional with a background in Information Technology, Network Engineering, or a related field to join our team. This role supports the troubleshooting, configuration, commissioning, and optimization of integrated security systems including access control, video surveillance, intercom systems, visitor management, and supporting network infrastructure.

The position is primarily Manhattan office-based within a collaborative team environment, with regular visits to customer sites throughout the NYC metropolitan area to diagnose and resolve technical issues in the field. This individual will work closely with Project Managers, Field Technicians, internal engineering teams, and customer contacts to ensure reliable system performance across client locations.

Key Responsibilities

System Troubleshooting & Technical Support

• Diagnose and resolve issues related to access control systems, video surveillance platforms, intercom systems, and visitor management systems.
• Troubleshoot hardware and software issues affecting controllers, card readers, cameras, intercoms, servers, and related devices.
• Investigate communication issues between field devices and servers.

Network & Infrastructure Support

• Troubleshoot IP network connectivity affecting security systems.
• Verify proper configuration of network switches, PoE devices, and connectivity for cameras, controllers, intercoms, and servers.
• Coordinate with client IT teams to ensure systems are properly integrated into building networks.

Field System Diagnostics & Commissioning

• Visit customer sites throughout the NYC metro area to troubleshoot and resolve system issues requiring physical inspection.
• Assist with system setup, configuration, and commissioning of equipment during installations.
• Support system testing and validation during system conversions and building takeovers.

Technical Coordination

• Work with internal teams and customer contacts to investigate issues, coordinate troubleshooting efforts, and ensure proper installation and operation of security systems.
• Serve as a technical escalation resource for technicians and project teams.
• Document troubleshooting steps, system configurations, and resolutions.

System Performance & Reliability

• Identify recurring technical issues and recommend improvements.
• Support firmware upgrades, server troubleshooting, and system optimization.

Qualifications

Education

• Associates or Bachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related technical discipline preferred.

Experience

• 2–5 years of experience supporting IP-based systems or network infrastructure.
• Experience working with physical security systems such as access control, video surveillance, intercom systems, or building systems is highly preferred.

Technical Skills

• Working knowledge of:
• TCP/IP networking
• VLANs and switching
• PoE devices
• Windows-based systems and servers
• Experience troubleshooting network-connected devices.

Additional Skills

• Strong analytical and troubleshooting abilities.
• Ability to work both independently and within a collaborative team environment.
• This is a customer-facing role requiring excellent communication skills, professionalism, and the ability to interact effectively with both clients and internal teams

Work Environment

• Primarily office-based in a collaborative team environment
• Regular travel to customer sites throughout the NYC metropolitan area
• Occasional after-hours work may be required during system cutovers or major deployments.