Remote Field Support Technician II

Kastle Systems

Chicago (IL)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Kastle Systems is seeking a Field Support Technician II in Chicago, IL to assist with technical issues from the field via the Field Support Hotline. You will provide professional, technical, and accurate assistance to Kastle Technicians, Partners, and Operations to move technicians to the next job or resolve issues remotely to prevent dispatch.

The role requires intermediate knowledge of access control, CCTV/video systems, and networking components, plus proficiency with Kastle tools and

Qualifications

Under general supervision.
Handles moderately complex issues and refers more complex issues to higher-level staff.
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

Provide courteous and professional support to users of the Field Support Hotline.
Log on to CATs for assigned shifts.
Document all calls by creating Field Support Cases in CATs.
Follow through on calls to resolution and escalate appropriately to Tier1/Tier2.
Identify and escalate training opportunities for technicians when appropriate.
Provide brief trainings to Technicians, Project Managers, Dispatchers and CS Reps to fill knowledge gaps of Kastle products and services.
Stay knowledgeable of new Kastle product launches, tech bulletins, wiring diagrams, recalls/defects to provide up-to-date support.