Integration Reliability Technician ; Remote

Title
:
Integration Reliability Technician I (Remote)

Division
:
Arthrex, Inc. (US01)

Location: Inc
- Work From Home (US11)

Salary Range:
Salary Minimum: $24.26 Salary Maximum: $43.25

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  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:
Must be flexible with hours between Monday through Friday, 7am - 8pm EST (8 hour work shifts).

• 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  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  product lines by remotely supporting pre-stage setup, testing, troubleshooting, and solving issues for Arthrex integration customers.

• 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
  
  Education Required:
  • High school diploma or equivalent required
  • Bachelor’s Degree or equivalent work experience preferred, preferably in Computer Science or related field.
  • Certifications are preferred (examples: CCNA, CCNP, JNCP, MCSE, RHCA.)
  Experience:
  • 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
  Language and Communication
  
  Skills:

  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.

  Physical Demands:

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform…