Technical Support Engineer - Wireless Network

Why customer service at Stryker?

Are you interested in making a difference in healthcare by assisting sales reps and building relationships with customers? As a member of our customer services team, that is exactly what you will do! Here, you will be a part of a dynamic and supportive team that provides solutions to our customers in their time of need.

We are proud to be named one of the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Position Description: As a Wireless Technical Support Engineer, you will be working in a dynamic, fast-paced environment, ensuring Stryker's Vocera solutions are properly and effectively deployed. You will use your technical expertise to investigate issues, research solutions, craft solutions, and deliver excellent customer service via telephone, e-mail, and the web. This is not a call center; our support team works together to take on technical challenges and provide a positive experience for our customers. Ideally, you will be working from either the Orlando, FL or Fort Wayne, IN office (3 days per week). Other exceptional candidates will be considered for full remote work outside of those locations within the eastern time zone.

Who we want:

• Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.
• Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
• Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure their work meets and exceeds expectations

What you will do:

• You will document and manage customers' reported issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution
• Troubleshoot customer environments, including researching WLAN configuration and compatibility issues to solve problems
• You will optimize the performance of the Vocera system servers and wireless clients installed in iOS, Android and Vocera badges
• You will mentor junior team members
• Report product defects and enhancement requests
• You will identify and advocate product supportability requirements

What you need:

• BA in Computer Science or related field or additional 6+ years of equivalent work experience is required
• 6+ years of meaningful experience in customer technical support working in a networking environment
• Hands on experience with VMWare and other virtualization technologies
• Proven experience with wireless (802.11 a/b/g/n) infrastructure design, troubleshooting and wireless security 802.1x

• Solid experience troubleshooting wired and wireless issues on Voice over wireless applications, iPhone and Androids and Multicast using Wireshark, Omnipeek, Airmagnet, Ekahau
• Industry standard LAN technology knowledge

• Working knowledge with SIP, PBX/telephony systems or related system equipment
• Certifications in CWNA, CCNA, R&S, Wireless, or Aruba ACMA preferred

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About Stryker

Our benefits:

• 12 paid holidays annually
• Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
• Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.

For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits

About Stryker
Stryker is one of the world's leading medical technology companies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.

Know someone at Stryker?
Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program on our referral page

Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.