[Remote] Tier 1 Operations & Support Engineer
Note: The job is a remote job and is open to candidates in USA. Jonas Software is a leading provider of enterprise management software solutions, and they are seeking a Tier 1 Operations & Support Engineer for Tangerine Global. This role is essential for maintaining the performance and reliability of systems, providing first-level support, troubleshooting, and ensuring high-quality customer service.
Responsibilities
- Provide first-level technical support for Tangerine Global’s systems, including IPTV solutions, network services, and related technologies
- Troubleshoot and resolve issues related to system performance, connectivity, and user experience
- Monitor system performance and respond to alerts to maintain stability and reliability
- Collaborate with Tier 2 and Tier 3 support teams for advanced troubleshooting and issue resolution
- Assist in the update and maintenance of system documentation and support guides
- Ensure all customer interactions are handled professionally, providing high-quality customer service and support
- Participate in ongoing training to stay current with the latest technologies and support techniques
Skills
- Associate's degree in Computer Science, Information Technology, or a related field required
- Experience in technical support, particularly with IPTV solutions or related technologies
- Strong foundational knowledge of networking principles, IPTV technologies, and other technical systems
- Excellent troubleshooting and problem-solving skills
- Ability to work effectively in a team environment and communicate with customers and colleagues at all levels
- Strong organizational skills and the ability to manage multiple tasks simultaneously
- Commitment to providing exceptional customer service
- Combines Problem Solving and Technical Learning to efficiently resolve issues and quickly adapt to new technologies, enhancing operational effectiveness
- Excels in Time Management, prioritizing tasks effectively while maintaining a strong Customer Focus to meet and exceed client expectations
- Action Oriented, takes initiative in challenging situations, driving projects forward with energy and ensuring timely completion
- Experience with personal computers, web browsers, etc
- Prior experience working in a growing, fast-paced organization with a dynamic environment
- Maintain a professional, neat and well-groomed appearance, adhering to Tangerine Global standards
- Must be able to work in the United States
- Bachelor's degree preferred
- Industry certifications in networking, systems support, or related areas are a plus
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