Integration Reliability Technician I - Remote

Requisition ID: [[58089]]  Title: [[IRT - I]]  Division: [[Arthrex California Inc. (US03)]] Location: Remote

 

 

 

 

Arthrex Inc. is hiring an Integration Reliability Technician I (Remote) with the flexibility to work from home to 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. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

 

We are also offering a $2,000.00 sign on bonus (minus appropriate tax withholdings), You will be paid the first $1,000.00 after completing your first 90 days and the second $1,000.00 after completing your first 180 days, if you are an employee in good standing. 

 

Essential Duties and 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.
• Provide occasional after-hours (on-call) support for critical technical issues.
• Serve as a technical subject matter expert on the operation, maintenance, management, and upgrade of 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 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.
• Act as a customer technical liaison to Arthrex’s software development teams.
• Remotely support multiple software and/or hardware installation locations worldwide
• Maintain accurate updated documentation while performing essential job duties.
• Demonstrate ability to clearly communicate with coworkers and customers (verbally and in writing).
• Domestic travel may be required; up to 10%

 

Education and Experience:

• High school diploma or equivalent required.
• Bachelor’s Degree preferred, preferably in Computer Science or related field. 
• Certifications are preferred (examples: CCNA, CCNP, JNCP, MCSE, RHCA.
• 2 years of experience in hardware support preferred.
• 2 years of experience in working in a remote troubleshooting environment required.
• 2 years of experience in working with complex networking and server administration preferred.

 

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Understanding of IT protocols and security.
• Skilled in working with different functions and effectively coordinates their activities to achieve desired results.
• Excellent listening skills, including the ability to identify and isolate customers concerns or objections, in addition to excellent written and oral communication skills.
• Hardware setup, testing, troubleshooting, and validation.
• Ability to quickly learn and master new software programs.

 

Machine, Tools, and/or Equipment Skills:

• PC and various and specialized software.
• Computer proficiency in all Microsoft office applications required.

 

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements.

 

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 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 e