Field Support Tech II: Access & Video Systems

Kastle Systems

Houston (TX)

On-site

USD 30,000 - 44,000

Full time

10 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Kastle Systems in Houston is seeking a Field Support Technician to assist field technicians and partners with technical issues via the Field Support Hotline. The role emphasizes quick, accurate remote troubleshooting to prevent dispatch when possible.

The technician will handle cases in CATs, log calls, and escalate complex issues to Tier1/Tier2, while identifying training opportunities and providing brief trainings on Kastle products and services to team members.

Qualifications

Requires an Associate's degree and 2–4 years of relevant field experience.
Demonstrates solid working knowledge of access control, video, and networking components.
Ability to provide customer-focused support via phone and remote access.

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 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.