Service and Monitoring Technician- Dearborn, MI:
Classification: Reports to: Monitoring and Maintenance Coordinator
Reports to: Classification: Non-Exempt
Our Mission:
For almost a century, KLA’s mission is to create value by delivering world-class communications solutions.
Your Impact
The Service and Monitoring Technician is an entry level support position that assists on all monitoring and maintenance services for customer network and mobility systems. This position is responsible for troubleshooting, testing and preventative maintenance.
A Glimpse of What You’ll Do
- Monitor dashboards related to network, server, workstation, DAS, and related systems for new and existing clients
- Triage customer issues with their support and service vendors like internet service providers, software, or hardware vendors
- Perform password resets, updates, troubleshooting and regular maintenance for customers
- Train clients, internal or external, as end users of software and system
- Assist technicians in maintaining software and hardware inventories in storage facilities as well as inventory softwares
- Collaborate and assist the Monitoring and Maintenance Coordinator with the maintenance and troubleshooting of monitoring hardware
- Perform remote troubleshooting for all alarms on monitored customer systems
- Act as a first responder and owner of customer communication related to technical inquiries for all technical departments within KLA
- Manage alarm/ticket queues, escalate and assist in prioritizing client issues based on priority
- Ensure timely updates and resolutions to incident tickets
- Triage customer issues with their support and service vendors like internet service providers, software, or hardware vendors
- Document all findings related to troubleshooting, triage, and any testing performed on client systems
- Resolve and close active queue of tickets
- Perform annual health surveys of client DAS systems
- Assist in creating, managing, and maintaining technical processes and troubleshooting documentation
What you bring
- Collaboration Skills
- Customer/Client Focus
- Technical Capacity
- Teamwork orientation
- Associates degree in Computer Science, Information Technology, Engineering, or other computer-related field
- Two years’ experience in client/server environment preferred
Additional Information:
- Full-time position
- Frequent evening and weekend work is required as job duties demand
- Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected
- Minimum of 25% travel is expected
Please note this job description, is meant to be a representation of the physical demands, work environment, and day-to-day activities, duties or responsibilities that are required of an employee for this job; it is not meant to be all-inclusive or limited to the above outline. To remain an industry leader, duties, responsibilities and activities of any KLA Laboratories employee may change, at any time, to meet the needs of the Company or the Customer, with or without notice.