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Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. 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.

Position Overview

The Technical Software Support Specialist is responsible for the installation, administration, and ongoing support of CardWizard Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows Servers in web, application and database environments to our customers in the US and channel partners around the world.

Responsibilities

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 on a rotating basis

• Provide cross training to other colleagues

Customer Installation and Training Key Activities - 25%

• Provide onsite installation of CardWizard 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

• 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 US and have unrestricted work authorization for US

Preferred Qualifications:

• Proficient problem solving and troubleshooting skills

• Experience in general networking technologies and concepts

• Experience configuring and maintaining Windows Server 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

Compensation Range:

The pay range for this position is 65,000 - 110,000 Pay ranges will vary and will be set in the applicable currency. Actual compensation will be determined based on geographic location, education, skills and experience. Please speak with the recruiter for more details.

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:

Richa Srivastava

Richa.Srivastava@entrust.com

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.