Service and Monitoring Technician

KLA Laboratories, Inc. • Dearborn, MI

21d

About The Position

For almost a century, KLA’s mission is to create value by delivering world-class communications solutions. 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.

Requirements

• Collaboration Skills
• Customer/Client Focus
• Technical Capacity
• Teamwork orientation
• Associates degree in Computer Science, Information Technology, Engineering, or other computer-related field
• 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

Nice To Haves

• Two years’ experience in client/server environment preferred

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree