[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

Company Overview