Integration Reliability Technician I

Main Objective:

Provides 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.

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%

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

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.

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