Field Support Technician

Field Support Technician II

The Field Support Technician II is responsible for assisting with technical issues from the field via the Field Support Hotline. The Field Support Technician II provides professional, technical, and accurate assistance to Kastle Technicians, Partners, and Operations. Their focus is to improve the efficiency of Kastle Operations by handling issues quickly and accurately move technicians along to the next job or by troubleshooting/resolving issues remotely when possible to prevent dispatch in the first place.

Responsibilities

Providing courteous and professional support to users of the Field Support Hotline
Logging on to CATs for assigned shifts
Documenting all calls by creating Field Support Cases in CATs
Following through on all calls to resolution and escalating appropriately when necessary to Tier1/Tier2
Identifying and escalating training opportunities for technicians when appropriate
Provide brief trainings to Technicians, Project Managers, Dispatchers and CS Reps to help fill knowledge gaps of Kastle Products and Services as needed.
Staying knowledgeable of any new Kastle Product Launches, Tech Bulletins, Wiring Diagrams, Product recalls/defects, etc. to provide the most up to date support. II AC Specific:
Intermediate Knowledge of Access Control Systems and their Components
Proficiency in Kastle Access Control Products, their specifications, and proper usage
Proficiency in Kastle Tools (NED, EP Monitor, Technician App, FTT, etc.) and their admin functions to support field technicians II Video Specific:
Intermediate Knowledge of CCTV/Video Systems and their Components
Intermediate Knowledge of Networking Components and their Functions
Proficiency in Kastle Video Products, their specifications, and proper usage
Proficiency in the Video5 and Classic Portals basic admin functions to support field technicians

Qualifications

• Performs work under general supervision.
• Handles moderately complex issues and problems, and refers more complex issues to higher-level staff.
• Possesses solid working knowledge of subject matter.
• May provide leadership, coaching, and/or mentoring to subordinate group.
• Typically requires an Associate's degree and 2 to 4 years of experience.
• Report to a department head or manager

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.