Job Information
Entrust Technical 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 Tech Support Specialist - A ve In surgentes Sur, Mexico
The Technical Support Specialist works with internal and external customers to ensure the smooth and successful implementation of Entrust products. This individual also works with customers to answer questions about and resolve issues with already installed products and solutions. The Technical Support Specialist will perform the accountabilities detailed below and other duties as assigned.
We offer flexibility
We offer a diverse work environment
Futureproof your career with a job in information security
How you will make an impact:
Customer Service and Technical Support (50%)
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
Works all customer problems to resolution, escalating to engineering for additional support when needed
Performs trace file analysis when needed
Ensures demonstrations at industry shows such as Cartes are successful
Provide technical support of products and professional services.
Analyze customer software/hardware/system needs.
Ensure quality of customer service.
Provide pre and post-sales support of hardware, software, systems, sub-systems and/or applications to internal and external customers via phone, email and on-site.
Support end-user installations, configurations, updates and migrations through problems.
Act as direct contact with internal and external customers.
Implementation Support (35%)
Installs customer purchased Smart Card software which may include Instant Financial Issuance, Adaptive Issuance Suite, HSMs , TruCredential and/or custom applications
Tests system to ensure all aspects are fully functioning in accordance with the purchase agreement
Travels to customer site and works in partnership with Customer Engineer to ensure system is fully functional once installed.
Training Development & Delivery (15%)
Performs training needs analysis for customer projects with defined timelines
Interfaces with subject matter experts to develop appropriate training program content and ensure that all course materials reflect current and relevant product features and benefits.
Prepares lesson plans, training guides, self-study tools and more, based on detailed needs assessments.
Leverages best practices to determine the right format and forum (online course, classroom, hands-on, etc.) to provide enjoyable and meaningful learning experiences.
Instructs participants using an appropriate mix of media and methods including but not limited to classroom presentations, skill practice activities, web-conferencing, and multimedia self-study.
May work with engineering on new product development and product continuation.
Provide technical training to customers on products and certification.
Provide cross training to other colleagues.
Provide technical content for documentation on contracts and manuals.
Product Knowledge & Development (10%)
Attends relevant internal and/or external training programs to keep abreast of changes in Smart Card related technologies.
Reads journals or other market sources to ensure knowledge of market changes and or advances.
Qualifications:
Basic Qualifications:
B.S. Degree in Computer Science, Information Systems, Engineering (Software, Mechanical or Electrical) or Business
3+ years working with software driven hardware.
Knowledge of MS Office products and related software programs
Unrestricted authorization to work in Mexico.
Selected candidate must be able to work from office in Ave Insurgentes Sur. Mexico, DF
Proven written and verbal English and Spanish communications skills.
Ability to work on a continuous on-call basis 24/7
Preferred Qualifications:
Knowledge of: Windows Server 2016/2019/2022; Web servers (e.g., IIS, Apache); LDAP directories (e.g., Active Directory, Sun One Directory Server); Array disk SCSI; Data bases (e.g., Oracle); Networking (TCP/IP, routers, firewalls, load balancers); Application servers (e.g., WebSphere, WebLogic, Tomcat)
2+ years’ experience developing and delivering technical training
Knowledge of project management tools and techniques
Professional technical certification such as A+, MCSA, MCSE or similar
Ability to think analytically, solve problems, make decisions, and collaborate and work with a team.
Ability to juggle competing demands and priorities while maintaining strong attention to detail.
Experience supporting a global client base.
Experience working with Smart Card hardware and software.
Systematic and process driven
Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
US VISA (or eligible to a US VISA)
Written and verbal Portuguese communications skills
Able to travel: 15% - 25% of the time throughout the America.
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.