Level 2 Technical Support Representative - Email Server Administration and Archival

Technical Support Representatives provide phone, email and live chat support to both prospective and existing Tangent clientele.

This particular position is focused around supporting clients of our email archiving appliance (a physical or virtual server with specialized data retention software installed upon it), which includes training for the specifics of its operation, troubleshooting in the event of failure, as well as some sales engineering support to our sales team to answer the questions of potential clients.

This is a Level 2 position and has increased responsibility and client care standards, as well as deeper knowledge requirements. Tangent is strongly focused around “growth” candidates, who are both ambitious and desirous to learn and improve their capabilities over time, as there are multiple career path options within Tangent to grow and specialize into., * Answering incoming calls from customers and providing the answers to their questions directly or, when necessary, escalating the question to the appropriate staff member to get it resolved, whilst maintaining communications with the end client until completion of ticket.

• Responding to email or website chat-based queries about Tangent products or services.
• Scheduling appointments with customers for over the phone and web based (GoToMeeting and Microsoft Teams primarily) installations of the system and training them with using it.
• Documenting customer support requests into the Tangent Customer Relationship Management database.
• Preparing Return Merchandise Authorizations (RMA) for non-functional equipment through the Tangent RMA database.
• Dispatch of Shipping Carrier (UPS/Fedex) return labels to customers for equipment repairs.
• Collaborating with sales representatives to answer technical questions and provide mango product demonstrations to new clients.
• Assisting internal non-technical personnel with computer and software support as needed.
• Process and troubleshooting documentation creation.

• Broad knowledge and experience of Windows based computers in both hardware and software. This includes basic installation of Windows (7 and 10) and device drivers, as well as how to troubleshoot common issues (lack of audio output, wireless adapter won’t connect to a network, system shuts off randomly).
• Courteous, patient and professional demeanor, both for digital communications (email, Teams chat) and personally, for face to face and phone interactions. Must be fluent in English; other languages are not required.
• Ability to lift up to 35 pounds for short periods of time.
• Linux knowledge and experience is desirable but not required.
• California Class C Driver’s License and ability to travel is required. While travel is not a significant part of this position, it is required for occasional trade shows or customer engagements.
• An excellent memory and organizational skills to keep track of several different projects or issues simultaneously. Juggling multiple clients and not forgetting about them is critical to success.
• Experience with Help Desk ticket tracking software (ZenDesk, FreshDesk, ServiceNow, Zoho, etc) is useful but not required.
• Careful analysis and troubleshooting of new issues, along with careful documentation of the behaviors when actions are taken. A good working knowledge of the Scientific Hypothesis practice of analysis is preferred.
• Diagnose network connectivity involving DNS (Domain Name System), TCP/IP (Transmission Control Protocol/Internet Protocol), LAN (local area network), VPN (virtual private network), and firewall configurations.
• Deliver responsive customer service; use Microsoft Office and clear communication to explain findings and next steps.
• Provide technical support for Microsoft Windows Server, Windows, Linux, and macOS operating systems, including Active Directory management and computer management.

Education and experience:

• High school diploma or GED equivalent.
• CompTIA’s Network+ Certification OR Cisco Certified Network Associate (CCNA) Certification is required.
• Other certifications are helpful, especially a CompTIA A+ or Server+, but those are not required.
• Previous experience in technical support or help desk positions of at least 2 years.
• This is a very customer-centric position and that rare fusion of technical ability as well as the ability to explain what is occurring to non-technical people is absolute gold. Feeling comfortable with phone and email communications is a must.
• Applicants for this position must include a Cover Letter briefly listing their key qualifications as well as the names of the three fruits mentioned in this position description or the application will be discarded.
• Past experience with administrating email servers (Microsoft Exchange and Office 365/Exchange Online OR Google Workspace/GSuite) is an absolute need for this position. Understanding the nature of mail flow, relevant DNS records and the networking required is critical for success.

• Practical, hands-on experience with server hardware, virtualization, complex client mail and policy environments and more.
• Honing and refinement of phone and email support skills with seasoned professionals offering pear training and assistance.
• Introduction to new hardware and software technologies, as well as in-depth training.
• Learning and growth potential in technical fields of networking, security, software (mobile, cloud and on-premises) and hardware.

Compensation and benefits package:

• Direct compensation will be dependent on experience, but has a base starting salary of $60K+ for this full time position, with significant potential to grow as qualifications and capabilities grow. Additional career path options into more advanced positions are available.
• Two weeks+ of paid vacation annually.
• Comprehensive benefits package, including health, dental and vision coverage.
• 100% company covered life insurance.
• 401K plan.

About Tangent Inc:

Tangent has been in business since 1989 and continues to grow year after year. With more than a quarter century of continued operations under our belt, we’ve acquired consistent views of what we expect from our employees, and what they can expect from us in terms of compensation, experience gained and exposure to new technologies.

Tangent primarily focuses upon the Medical, Government and Education markets, with our All-In-One workstations, specialized miniature computers, and purpose-designed solutions to fill needs in Email Archiving, Email Filtering and Security, M365 Technical Support, Employee Training, Virtualization and more.

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

License/Certification:

• CompTIA Network+ or CCNA (Required)

Shift availability:

• Day Shift (Required)

Tangent operates from a beachfront office in Burlingame, near the border to San Mateo and right off Highway 101 (close to the San Mateo Bridge and CalTrain). Primarily a business office, facilities include a shipping warehouse, engineering lab, apple orchard and server fabrication factory.

Tangent also operates several remote offices located around the Bay Area and nationally, but this particular position is offered solely at the Burlingame headquarters. This is an in-office position - hybrid or remote work is not available for this position within the first 18 months.