Network Support Engineer

Kastle Systems•Houston, TX

About The Position

Kastle Systems is hiring a Network Support Engineer to set up, configure, and support customer-site IT infrastructure and networks remotely from Kastle offices, coordinating with customers’ IT contacts. The role provides customer-facing Tier-2 network and hardware support and helps customers’ IT staff understand the network requirements for Kastle access control, video, and IT services, including APIs that integrate customer Active Directory/LDAP with Kastle-hosted solutions. As part of the Tier II Support team, the engineer may also support other products and perform programming tasks supported by the team. The position involves network integration and hardware/network-enabled solutions, customer and internal technical support, documentation and training, and programming and troubleshooting Kastle access control systems. The engineer works with regional teams, field technicians, Professional Services, Product Development, and Kastle IT to support deployments and products in the field. Kastle describes its work as providing managed security solutions, including access control, video, and remote video monitoring, for commercial and multifamily real estate, education, and construction customers.

Requirements

At least 3 years of experience as a field support engineer in network or hardware support, including structured cabling, network switches and firewall configuration, router setup, and wireless setup.
Hands-on experience implementing and maintaining network infrastructure, including routers, switches, and firewalls.
Knowledge or training in IP addressing, DNS, DHCP, and other network services.
Proficiency in all Microsoft Office applications and SQL database management systems.
Strong planning and troubleshooting skills.
Ability to multitask effectively and 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, with the ability to communicate clearly and professionally with employees and external customers.
Available to work extra hours and during non-business hours, including on-call work, as needed.
Ability to work well as an IT lead and as a key contributor in a group.

Nice To Haves

Network+, CCNA, or Security+ certification or training.
Experience configuring, deploying, and supporting API products.
Experience with access control or video deployments and commissioning in a hosted or SaaS environment.
Experience supporting electronic hardware.
Technical project management or lead experience.

Responsibilities

Configure, deploy, and troubleshoot network integration through standard APIs and hardware/network-enabled solutions, including video cameras and KastleConnect API products.
Serve as an intermediary among customer IT teams, Kastle Field Support, and Professional Services.
Assist regional teams and provide customer-facing network support explaining network connections required to deploy Kastle video and access control systems at customer facilities.
Provide networking documentation and training material for internal Kastle teams.
Create and maintain customer-facing network requirements documents for Kastle system deployments.
Assist Kastle IT in providing network compliance documentation to customers.
Handle customer technical support cases submitted by phone and email.
Program, test, and troubleshoot Kastle access control systems and solutions.
Provide Technical Operations support to internal Kastle teams and field technicians.
Work with Product Development and Kastle IT to learn Kastle products and deployments and support those products in the field.
Seek opportunities to contribute to business success through proactive involvement in corporate, business, and team initiatives.