Field Support Technician II: Quick-Resolve for Field Techs

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

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.