Field Support Technician

Kastle Systems International, LLC; Houston (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

Kastle Systems International, LLC in Houston, TX seeks a Field Support Technician II to assist field technicians via a dedicated hotline and CATs platform. You will troubleshoot remotely, document cases, and escalate when needed to keep dispatch lean.

Responsibilities include maintaining product knowledge on Access Control, CCTV, networking, and Kastle tools while delivering concise trainings and staying current with new product launches and tech bulletins.

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

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

Skills

Access control systems

CCTV systems

Networking knowledge

Customer support

Documentation

Education

Associate's degree

Tools

NED

EP Monitor

Technician App

Video5 Portal

Classic Portals

FTT

Job description

Overview

The Field Support Technician 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 / Affiantive 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 / Affiantive 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.