Integration Reliability Technician I (Remote)

Arthrex, Inc.•Naples, FL

45d•$24 - $43•Remote

About The Position

Arthrex, Inc. is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively searching for an Integration Reliability Technician I (Remote) to provide remote technical support for Synergy Matrix and Synergy.Net product lines for Arthrex integration customers Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better. Hours are Monday through Friday, 8:00am - 5:00pm EST.

Requirements

Understanding of IT protocols and security
Skilled in working with different functions and effectively coordinating their activities to achieve desired results
Excellent listening skills, including the ability to identify and isolate customers concerns or objections, and excellent written and oral communication skills
Hardware setup, testing, troubleshooting, and validation
Ability to quickly learn and master new software programs
High school diploma or equivalent required
Two years of experience in hardware support preferred.
Two years of experience working in a remote troubleshooting environment is required
Two years of experience working with complex networking and server administration preferred
Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.
Ability to verbally communicate ideas and issues effectively to customers, other team members and management.
Ability to write and record data and information as required by procedures.

Nice To Haves

Bachelor's Degree or equivalent work experience preferred, preferably in Computer Science or related field.
Certifications are preferred (examples: CCNA, CCNP, JNCP, MCSE, RHCA.)

Responsibilities

Deliver world-class escalated phone support to Arthrex sales agency representatives and medical facility employees.
Achieve established goals typical for contact center transactional work, including ticket SLAs, ticket, and call quality.
Serve as a technical subject matter expert on operating, maintaining, managing, and upgrading hardware/software.
Provide advanced-level Local Area Network (LAN), Virtual Local Area Network (VLAN), and networking support to customers, agency representatives and team members.
Responsible for assisting with Domain Name System (DNS), subnets, Dynamic Host Configuration Protocol (DHCP), firewalls, switch configuration, and default gateways in the development lab, hospital sites, and remote access.
Provides escalated assistance with hardware testing validation and troubleshooting. This includes routers, network switches, encoders, decoders, and PC's.
Provides technical expertise for Windows server administration.
Review network utilization statistics to verify that Arthrex solutions are properly utilized and support SLAs are met or exceeded.
Remotely support multiple software and/or hardware installation locations worldwide
May be responsible for onsite support of Synergy Matrix and Synergy.Net product lines at Arthrex corporate locations and other supported sites.
May be required to work "after hours" or work a rotational On-Call schedule, including weekends, for critical issues and coverage as necessary.
Maintain accurate, updated documentation while performing essential job duties.
Demonstrate ability to communicate clearly with coworkers and customers (verbally and in writing).
Domestic travel may be required; up to 10%
Provide technical support for Synergy Matrix and Synergy.Net product lines by remotely supporting pre-stage setup, testing, troubleshooting, and solving issues for Arthrex integration customers.