Field Support Technician

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.

• 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

• 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

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