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. With delivering a world class customer experience driving everything we do, Kastle's mission is to be our customers' best service provider and to make their security the most effective, efficient, and convenient it can be. 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. Kastle Systems International is seeking a mid-level Technical Support Engineer (TSE). The TSE will be responsible for providing IP/Internet/Networking/IT systems expertise support to support teams, in particular, configuring, maintaining and repairing Kastle's IP-based Video solution and should have a strong understanding of network infrastructure and application components. The TSE will also serve as client-facing support role for our national clients and will be responsible for service satisfaction and problem resolution of client issues. The TSE is expected to consistently provide excellent customer service to our enterprise accounts, socialize the Kastle value proposition and represent client needs and goals within the organization to ensure quality. In addition, this individual will build relationships with clients in order to encourage new and repeat business opportunities. Maintain a thorough understanding of the fundamentals behind the Internet and its workings (OSI model, DNS, Security, IP Routing, TCP/IP Protocol, VPN, Firewalls, Port Forwarding, Spanning Tree Protocol), LAN and WAN. Setup and configure complex wireless networking that supports open or secured access and the ability to support video applications Maintain CCTV and various video systems and their associated network routers, gateways, and switches. Installation and service knowledge a plus. Configuring and installing client and server network software for upgrading and maintaining network and telecommunication systems Monitor performance and ensure video system availability and reliability Configure and setup Firewalls, VPN Concentrators and Security appliances for access to vital business applications Provide remote guidance and support to field technicians Very capable in handling Wireshark and other packet capture tools to capture wireless packets and analyze the network and device problems Managing assigned projects and program components to deliver services in accordance with established objectives. Responding to inquiries from customers, staff, administrators, service providers, site personnel and outside vendors, etc to provide technical assistance and support Provide Level-2/3 support and troubleshooting to resolve issues - network hardware and software Enter all correspondence and necessary information related to a case/ticket to a case management system Communicates the client's goals and represent the client's interests to the Kastle team. Reports to the Enterprise Accounts Technical Services Manager, providing regular input on all support activity, including status and call reports as required Proactively review and set up improvement in workflow / processes on setting up clients' video systems configuration (post on-site install) to improve efficiency and effectiveness of the organization to support clients Any other duties as assigned by management Technical, analytical and interpersonal skills required Experience with video cameras, lenses, DVR, NVR and video management 5 or more years of experience in CCTV and Networking Strong organizational skills and ability to multi-task in a small business environment Analytical and strategic thinker with the ability to troubleshoot and resolve customer concerns Availability in response to needs of the customer for installation, maintenance and equipment malfunctions Preferred Bachelor of Science Degree in Engineering, Computer Science, Communication or Information Technology Some experience in managing a team preferred Ability to communicate in an understandable, polite and friendly manner, both written and verbal Minimum travel to customer sites Must be willing to participate in and pass the company's pre-employment screening process including a background investigation, drug screening and driving record. Must be able to meet and continue to meet state licensing requirements for security. Must be able to meet client background and suitability screening when required to access client's data and/or site. Must be eligible to work in the US and at least 18 years old Kastle Systems is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.