Tangent Inc.

191 Airport Boulevard

Burlingame, CA 94010

Hardware Support Technician

Specialized support for hardware troubleshooting and

product line support management

Position description:

Hardware Support Specialists provide phone, email and live chat support to both prospective and existing Tangent clientele, as well as internal employees. Their support specialty is on hardware troubleshooting, construction and implementation, as well as communication with vendors on new product designs and hardware capabilities.

Major areas of responsibility:

• Troubleshooting hardware problems across our entire range of system types, including All-In-One computers (integrated monitor and computer systems), industrial grade miniature computers, as well as more run of the mill desktops and servers.
• Aid with configuration of systems, both at the pre-sales and post-sales levels, and sales engineering support to our sales team to answer the questions of potential clients.

• Vendor relationship management in practical areas of:
• Keeping track of new product releases.
• Escalating issues to vendors when a problem or question beyond our local support can answer, as well as ensuring the end customer receives timely and frequent updates on the process.
• Preparation of device driver packages and special configuration documents on a per model basis for upload to our support website.
• Answering incoming calls from customers and providing the answers to their questions directly, or escalating the question to the appropriate staff member to get it resolved.
• 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, WebEx, JoinMe, etc) troubleshooting sessions.
• 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/DHL/USPS) return labels to customers for equipment repairs.
• Collaborating with sales representatives to answer technical questions and provide product demonstrations to new clients.
• Assisting internal non-technical personnel with computer and software support as needed.
• Other duties as assigned.

Job requirements:

• Broad knowledge and experience of Windows based computers in both hardware and software. This includes basic installation of Windows (XP, Vista, 7) 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, etc).
• Courteous, patient and professional demeanor, both for digital communications (email, messenger) and personally, for face to face and phone interactions.
• Must be fluent in English; other languages are not required. Fluency in Cantonese and/or Mandarin are considered a plus, however.
• Ability to lift up to 50 pounds for short periods of time.
• 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 onsite troubleshooting visits, trade shows or other customer engagements.

Education and experience:

• High school diploma or GED equivalent.
• CompTIA’s A+ Technical Certification OR equivalent experience is required.
• CompTIA's Server+ Technical Certification OR equivalent experience is desirable, but not required.
• Previous experience in technical support or help desk positions is desired, but not required.

Work environment:

Tangent Inc 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 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.

Expected gains to prospective employee:

• Practical, hands on experience with server hardware, highly miniaturized and integrated componentry and more.

• Honing and refinement of phone and email support skills with seasoned professionals offering training and assistance.

• Introduction to new hardware and software technologies, as well as in depth training on how to use them most efficiently for each requested goal.

• Learning and growth potential in technical fields of networking, security, software (mobile, cloud and on-premise) and how they all tie into hardware application for a complete package.

• Company sponsored learning and certification packages to acquire new abilities and keep up with the ever changing world of technology.

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.

• 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 Inc 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, Content Filtering, Enterprise Search, Virtualization and more.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Burlingame, CA 94010: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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