Field Support Technician

Kastle Systems; Baltimore (MD); On-site; USD 58,000 - 72,000; Full time

Job summary

Kastle Systems is seeking a Field Support Technician II in Baltimore to assist field technicians via the hotline, troubleshoot remotely when possible, and improve dispatch efficiency. The role supports Kastle Operations by resolving issues quickly and moving technicians to the next job as needed.

Responsibilities include handling calls on the Field Support Hotline, documenting cases in CATs, and escalating when necessary, while staying current on product launches and service bulletins.

Qualifications

• Associate's degree required and 2–4 years of experience.
• Moderately complex issues handled under supervision; escalate as needed.
• Solid working knowledge of subject matter and mentoring potential.

Responsibilities

• Provide courteous, professional support to Field Support Hotline users.
• Log on to CATs for assigned shifts and document all calls by creating Field Support Cases.
• Follow through on calls to resolution and escalate to Tier1/Tier2 when needed.
• Identify and escalate training opportunities for technicians; provide brief trainings as needed.
• Stay current on Kastle products, tech bulletins, wiring diagrams, recalls/defects.

Skills

Access control

CCTV

Networking

Technical support

Education

Associate's degree

Tools

CATs

Job description

Overview

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.

Overview

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

Company Overview

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affimative 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.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affimative 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.