Integration Reliability Technician I

Arthrex Inc. is hiring 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™.

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.
• 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%
• All from Essential Duties and Responsibilities, plus: 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.

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.

Knowledge/Skills

• 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.

Discretion / Latitude

Work is performed under general direction. Exercises some latitude in determining objectives and approaches to assignment. Work is reviewed for soundness of judgment and overall adequacy and accuracy.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in written 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 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 the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.