Network Support Engineer at Kastle Systems – Falls Church, Virginia

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 looking for a Network Support Engineer that will be responsible for setting up, configuring and supporting customer-site IT infrastructure and networks remotely from Kastle offices, working with customers’ I.T. contacts. This position is also responsible for providing customer facing Tier-2 level network and hardware support for Kastle’s regional offices to ensure that customers’ IT staff understands the network requirements for Kastle’s access control, video and IT services (e.g. APIs that integrate customer’s active directory/LDAP with Kastle’s hosted solutions). As a member of the Tier II Support team, this position may be asked to provide support for other products and perform programming tasks that the team supports.

In addition to a great work environment, we provide excellent benefits (Medical/Dental/Vision, 401K, Tuition/Training Assistance, BrightHorizons Lifestyle Assistance, Wellness Program, etc.). We are proud to be a Certified Great Place to Work with awards for being a Top Work Place with Top DE&I Practices! For more information on what it's like to work with us, please visit Kastle Careers.

• Configuring, deploying, and troubleshooting network integration (through standard APIs) and hardware/network enabled solutions (such as video cameras set up and KastleConnect API products).
• Serve as an intermediary with customer’s IT team and Kastle Tier 1 / Tier 3 teams
• Assist the regions and provide customer facing network support to explain the network connections required to deploy Kastle video and access control systems in customer facilities.
• Provide networking documentation and training material for internal Kastle teams.
• Create and maintain customer facing network requirement documents relating to Kastle system deployments.
• Assist the Kastle’s I.T. team to provide network compliance documentation to customers.
• Handling customer technical support cases through phone and email submission.
• Program, test and troubleshoot Kastle’s access control systems and solutions.
• Provide tier 2 support to internal Kastle teams and field technicians.
• Interface with the Product Development and Kastle IT teams to learn Kastle products and deployments to allow supporting these products in the field.
• Seek out opportunities to contribute to business success through proactive involvement in the corporate, business and team initiatives.

• At least 3 years of experience as a field support engineer (network/hardware) including structured cabling, network switches and firewall configuration, router setup, wireless setup.
• Must have hands-on experience with implementing and maintaining network infrastructure, including routers, switches and firewalls
• Bachelor’s degree in Electronics, IT, Hardware, or Electrical Engineering or similar
• Knowledge/training on IP addressing, DNS, DHCP and other network services required
• One or more of the following is helpful but not required: Network+, CCNA, Security+
• Experience in configuring, deploying, and supporting API products
• Proficiency in all Microsoft Office applications and SQL database management systems.
• Experience in Access Control / Video deployments and commissioning in a hosted or SaaS environment a plus.
• Experience in supporting electronic hardware is helpful but not required

Additional Qualifications:

• Technical project management or lead experience
• Strong planning and troubleshooting skills.
• Ability to multitask effectively.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Exceptional communication and customer service skills.
• Detail-oriented.
• Ability to interface and communicate with employees and external customers clearly and professionally.
• Available to work extra hours and during non-business hours, On-Call, as needed.
• Ability to work well as an IT lead, and in a group as a key contributor.