Job Description: 

Tier 1 Operations & Support Engineer

Operations / Support Department

Reports to: VP, Operations & Support

ABOUT TANGERINE GLOBAL

Tangerine Global is a Media Solutions and Network Services Provider to both the commercial and residential markets.  Tangerine Global is committed to creating extraordinary products, while providing exceptional service and reliability to our customers.  We strive to facilitate an open work environment for our employees, while endeavoring to operate with integrity in all aspects of our business.

THE POSITION

The Tier 1 Operations & Support Engineer is crucial for maintaining the optimal performance and reliability of Tangerine Global's systems, including IPTV solutions and network services platforms. This role involves providing first-level support, troubleshooting, and updates across a variety of system types and ensuring high-quality customer service and support. The role has an hourly rate of $20.00-$22.00.

JOB RESPONSIBILITIES / FUNCTIONS / TASKS

• 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.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department

SUPERVISORY RESPONSIBILITIES

None

EDUCATION and/or EXPERIENCE

• Associate's degree in Computer Science, Information Technology, or a related field required; Bachelor’s degree preferred.
• Experience in technical support, particularly with IPTV solutions or related technologies, is highly desirable.

CERTIFICATES, LICENSES, REGISTRATIONS

• Industry certifications in networking, systems support, or related areas are a plus.

KNOWLEDGE/SKILLS/ABILITIES:

• 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

PHYSICAL DEMAND:

Standard office demands; occasional site visits may require mobility. Employee must be able to read small print, talk and hear.

WORKING CONDITIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and physical demands.

WORK SCHEDULE/HOURS/TRAVEL/WORK LOCATION:

• 12-hour shifts 3 to 4 times a week. Must reside near Simi Valley, CA.
• In-office position.

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Business Unit: 

Tangerine Global

                                                                                    

Scheduled Weekly Hours:

40

                                                                                    

Number of Openings Available: 

1

                                                                                    

Worker Type: 

Regular

                                                                               

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

 

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

 

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

 

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.