Integration Reliability Technician I

Arthrex; United States; Remote; USD 23,000 - 42,000; Full time

Job summary

A leading medical device company is seeking an Integration Reliability Technician I to provide technical support for their Synergy product lines. This remote position involves troubleshooting, testing, and ensuring customer satisfaction through effective communication and technical expertise. Join a dynamic team focused on innovation and excellence in patient care.

Benefits

Medical, Dental and Vision Insurance

Company-Provided Life Insurance

Flexible Spending Account (FSA)

Matching 401(k) Retirement Plan

Annual Bonus

Tuition Reimbursement Program

Paid Time Off

Qualifications

• Two years of experience in hardware support preferred.
• Experience working in a remote troubleshooting environment required.

Responsibilities

• Provide technical support for Synergy Matrix and Synergy.Net product lines.
• Deliver escalated phone support to sales agency representatives.

Skills

Communication

Technical Support

Troubleshooting

Networking

Education

High school diploma or equivalent

Bachelor’s Degree in Computer Science

Tools

Windows Server

LAN

VLAN

Job description

Requisition ID: 62454 Title: Integration Reliability Technician I Division: Arthrex, Inc. (US01) Location: Remote Salary Range: Salary Minimum: $23,00 Salary Maximum: $41,40

Arthrex Inc. is hiring an Integration Reliability Technician I (Remote) 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.

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%

Additional Duties & Responsibilities

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.

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.

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.

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.

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.