Field Support Technician II — Remote Troubleshooter

Kastle Systems; Dallas (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Kastle Systems is seeking a Field Support Technician II to assist field technicians and partners via the Field Support Hotline. You will provide professional, technical, and accurate assistance to keep operations moving and to resolve issues remotely when possible.

Responsibilities include courteous support, logging shifts in CATs, documenting calls, and escalating to Tier1/Tier2 as needed. Associate degree and 2–4 years' experience preferred; familiarity with Kastle Access Control and Video

Qualifications

• Typically requires an Associate's degree and 2 to 4 years of experience.
• Handles moderately complex issues and may escalate to higher-level staff as needed.
• Proficient with Kastle Access Control products and related tools.

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
• Staying knowledgeable of product launches, tech bulletins, wiring diagrams, recalls/defects to provide up-to-date support

Skills

Access control knowledge

Kastle access control products

Kastle tools proficiency

Education

Associate's degree

Tools

Kastle Tools (NED, EP Monitor, Technician App, FTT)

Video5 & Classic Portals admin

Job description

Kastle Systems is seeking a Field Support Technician II to assist field technicians and partners via the Field Support Hotline. You will provide professional, technical, and accurate assistance to keep operations moving and to resolve issues remotely when possible.

Responsibilities include courteous support, logging shifts in CATs, documenting calls, and escalating to Tier1/Tier2 as needed. Associate degree and 2–4 years' experience preferred; familiarity with Kastle Access Control and Video