Tech Phone Support Specialist - Mexico - Mexico City

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.  Follow us on LinkedIn, Facebook, Instagram, and YouTube.

&anchor=LI-XT1

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