Field Service Engineer

Job Description

Job Description

Job Title: Field Service Engineer – Access Control Support Analyst

Role Summary

The Field Service Engineer provides critical technical support and system maintenance for the ASD Service Desk Commissioning Team. This individual is responsible for managing access control and video surveillance infrastructure, ensuring system integrity, and guiding clients through complex technical resolutions.

Core Responsibilities

• System Maintenance & Support: Install, update, and maintain Access Control systems, CCTV cameras, and related hardware.

• Technical Troubleshooting: Capture client issues via phone or ticketing systems and guide them through effective resolution.

• Field Coordination: Direct onsite technicians to support various technical solutions and provide remote guidance for system installations.

• Programming: Program panels using tools such as RPS, Compass, and QuickLoader, as well as managing cloud-based GUI programming.

• Collaboration: Work closely with a multidisciplinary team including Vendors, Technicians, Engineering, and Project Managers.

• Documentation: Produce system documentation and process manuals to support ongoing operations as required.

Required Qualifications & Skills

• Communication: Excellent written and spoken English with a focus on high-level customer satisfaction and professional phone etiquette.

• Soft Skills: Must be courteous, well-spoken, and able to remain calm in high-pressure situations.

• Technical Proficiency: * Experience with ticketing systems like ServiceNow or Netsuite.

• Knowledge of standard wiring and client LAN/WAN environments.

• Proficiency in Windows and Apple operating systems.

• Familiarity with Google Workspace and video conferencing tools.

• Background: Ability to pass a mandatory criminal background check.

Preferred Certifications & Experience

• Security Platforms: DMP, 3X Logic, Axis, Brivo, Salto, S2, PTI, or Hanwha.

• General IT: CompTIA Network+, Microsoft, Fortinet, Cisco, or ServiceNow certifications.

Specialized Knowledge: Experience with fire systems, life safety, or E911 environments is a significant advantage.

Why ASD?

Founded in 1987, Automated Systems Design, Inc. (ASD) is a nationwide provider of design, engineering, and project management services for workplace technology. Our mission is to help our clients create, manage, and support technology-enabled spaces. We are fortunate to be in such a rapidly evolving and expanding industry; this provides ample opportunities for our business –and the people who make it all possible– to grow.

Benefits

• 100% Paid Medical and Dental

• Up to dollar-for-dollar 401 (k) matching (you are eligible for this after your 90-day waiting period)

• 15 days of PTO in your first two years and more with tenure

• Family 1st motto and belief

• Promotions and room for growth within

Our People & Culture

ASD’s culture empowers our people to be who they are, contribute honestly, and make a difference individually and collectively. Prioritizing diversity enables us to leverage different ideas and unique perspectives to bring more creative and innovative solutions to everything we do.

Who We Are

ASD® is committed to providing our AASDIs, customers, vendors, and associates with the highest level of professionalism. To do so, our team is trained to embody the following core values and use them as a guide when making decisions every day.

Trust

We are known for our candor and integrity, give our best effort, and expect the best in others.

Respect

We treat people with high regard, independent of status or stance, to build enduring and mutually beneficial relationships.

Attitude

We inspire others with our positive perspective and have an unwavering thirst for excellence.

Commitment

We care intensely about the success of our clients and exhibit a bias towards action.