Job Information
Entrust Tech Phone Support Specialist in Field, Mexico
Career Growth, Flexibility and Collaboration!
Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!
The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.
We’re looking for a Technical Phone Support Specialist - Ave Insurgentes Sur
The Technical Phone Support Specialist is responsible for the installation, administration, and ongoing support of Access Control Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows 2016/2019/2022 Servers in web, application and database environments to our customers in the US and channel partners around the world.
Note : Selected candidate must be able to work from office in Ave Insurgentes Sur. Mexico, DF
We offer flexibility
We offer a diverse work environment
Futureproof your career with a job in information security
How you will make an impact:
Technical Phone Support Key Activities - 65%
Provide 2nd level support to assist customers and technicians with difficult technical issues
High availability for support contact to ensure timely and accurate response to all inquiries.
Responds to inquiries for support requests from customers, distributors and Sales people in a timely manner
Utilizes phone, email and remote connections to investigate customer issues
Diagnoses underlying cause of customer complaints or performance issues
Create and maintain documentation to assist in future problem resolution
Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering for additional support when needed
Support end-user installations, configurations, updates and migrations through problems. Act as direct contact with internal and external customers.
Provide 24/7 on-call support after hours
Provide cross training to other colleagues.
Customer Installation and Training Key Activities - 25%
Provide onsite installation of Access Control solutions onto existing customer server systems
Delivering software operations training for customers and IT personnel
Interact with System Administrators to apply software patches and perform upgrades to existing customer systems.
Provides remote installation support for hardware and software as requested
Learning and Development Key Activities - 10%
Participate in company sponsored personal development and quality initiatives
Complete all company training and development courses required by Entrust Datacard
Reads journals or other market sources to ensure knowledge of market changes and or advances
Qualifications:
Basic Qualifications
Associates degree in Information Technology or equivalent
2+ years of experience in an IT environment
Must be able to lawfully work within the Mexico and have unrestricted work authorization for Mexico
Proficient speaking, reading and writing in English
Selected candidate must be able to work from office in Ave Insurgentes Sur. Mexico, DF
Preferred Qualifications:
Proficient problem solving and troubleshooting skills
Experience in general networking technologies and concepts
Experience configuring and maintaining Windows Server 2016/2019/2022 associated tool and utilities.
Previous experience in a customer service environment
Previous job experience in the Financial Institution industry
Advanced technical education
Professional technical certification such as A+, MCSA, MCSE or similar
Networking and/or Software Certificates such as Network+ and CCNA
SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN knowledge and experience
Experience supporting remote and mobile users and computing/communications
Experience with systems backup and recovery technologies
Excellent verbal communications and customer skills
Why Should You Apply?
Leader in the security industry
Friendly, supportive & knowledgeable teams
Opportunities for on-the-job training
You’ll help secure identities!
For more information, visit www.entrust.com (http://www.entrustdatacard.com/) . Follow us on LinkedIn (https://www.linkedin.com/company/entrust/) , Facebook (https://www.facebook.com/DiscoverEntrust/) , Instagram (https://www.instagram.com/discoverentrust/) , and YouTube (https://www.youtube.com/channel/UCsSZJjR1jryt134rkhK5Mhg) .
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For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact accessibility@entrust.com .
Recruiter:
Xochitl Ticas Lara
Xochitl.TicasLara@entrust.com
Entrust keeps the world moving safely by enabling trusted experiences for identities, payments, and data. We offer an unmatched breadth of solutions that are critical to enabling the future of secure data and networks and protecting trusted customer and citizen interactions. With more than 2,800 colleagues, a network of global partners, and customers in over 150 countries, it’s no wonder the world’s most entrusted organizations trust us.