Tech Phone Support Specialist

Join us at Entrust
At Entrust, we're shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It's the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

We're looking for a
Technical Phone Support Specialist
- Mexico city
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 2003/2008Servers in web, application and database environments to our customers in the US and channel partners around the world.

Please apply with resume in English

• 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

• 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

• Provide onsite installation of Access Control solutions onto existing customer server systems
• Deliver 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

• Participate in company sponsored personal development and quality initiatives
• Complete all company training and development courses required by Entrust
• Read journals or other market sources to ensure knowledge of market changes and or advances

Qualifications
Basic Qualifications

• 2+ years of experience in an IT environment
• Fluent in English and Spanish
• Must be able to lawfully work within Mexico

Preferred Qualifications

• Associate's degree in information technology or equivalent
• Proficient problem solving and troubleshooting skills
• Experience in general networking technologies and concepts
• Experience configuring and maintaining Windows Server 2000/2003/2008 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

Buscamos
Especialista en Soporte Técnico Telefónico
-
oficina en Ciudad de México
El Especialista en Soporte Técnico Telefónico es responsable de la instalación, administración y soporte continuo de las soluciones de control de acceso en los servidores físicos de clientes, Windows Active Directory/ DNS /WINS/DHCP, así como en servidores Windows 2003/2008 en entornos web, aplicaciones y bases de datos para nuestros clientes en EE. UU. y socios en todo el mundo.

• Ofrecemos flexibilidad
• Ofrecemos un entorno de trabajo diverso
• Prepara tu carrera para el futuro con un empleo en seguridad de la información

Cómo Vas a Crear Impacto
Actividades clave de Apoyo Técnico Telefónico

• Proporcionar soporte técnico de segundo nivel para ayudar a clientes y técnicos nivel 1 con problemas de soporte complejos
• Alta disponibilidad para contacto de soporte que garantice una respuesta oportuna y precisa a todas las consultas.
• Responder a consultas de soporte de clientes, distribuidores y ejecutivos de ventas de manera oportuna
• Utilizar teléfono, correo electrónico y conexiones remotas para investigar problemas de los clientes
• Diagnóstico de la causa raíz de las quejas de los clientes o problemas de rendimiento técnico
• Crear y mantener documentación para ayudar en la resolución de problemas a futuro
• Resuelve problemas de clientes escalados desde el primer nivel de Soporte Telefónico y técnicos en sitio, elevando el caso a ingeniería para recibir soporte adicional cuando sea necesario
• Apoyar las instalaciones, configuraciones, actualizaciones y migraciones por parte del usuario final ante problemas.
• Actuar como contacto directo con clientes internos y externos.
• Ofrecer soporte 24/7 fuera del horario laboral
• Proporcionar capacitación cruzada a otros compañeros.

Actividades clave de instalación y entrenamiento para clientes

• Proporcionar la instalación in situ de soluciones de Control de Acceso en los sistemas de servidores existentes del cliente
• Impartir capacitación en operación de software para clientes y personal de TI
• Interactuar con los administradores de sistemas para aplicar parches de software y actualizaciones en los sistemas existentes de los clientes.
• Proporciona soporte para instalación remota de hardware y software según se solicite

Actividades clave de Aprendizaje y Desarrollo

• Participar en iniciativas de desarrollo personal y de calidad patrocinadas por la empresa
• Completar todos los cursos de capacitación y desarrollo de la empresa requeridos por Entrust
• Leer revistas u otras fuentes de mercado para asegurarse de conocer los cambios y/o avances del mercado

Cualificaciones
Cualificaciones básicas requeridas

• 2+ años de experiencia en un entorno de TI
• Fluidez en inglés y español
• Debe poder trabajar legalmente dentro de México

Cualificaciones Preferidas

• Título de técnico en tecnología de la información o equivalente
• Habilidades competentes para resolver y solucionar problemas
• Experiencia en tecnologías y conceptos generales de redes
• Experiencia configurando y manteniendo herramientas y utilidades asociadas a Windows Server 2000/2003/2008.
• Experiencia previa en un entorno de atención al cliente
• Experiencia laboral previa en el sector de instituciones financieras
• Educación técnica avanzada
• Certificación técnica profesional como A+, MCSA, MCSE o similares
• Certificados de redes y/o software como Network+ y CCNA
• Conocimientos y experiencia en SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN
• Experiencia apoyando usuarios remotos y móviles en informática/comunicaciones
• Experiencia con tecnologías de respaldo y recuperación de sistemas
• Excelente comunicación verbal y habilidades para el cliente

¿Por qué deberías aplicar?

• Líder en la industria de la seguridad
• Equipos amables, solidarios y con conocimientos
• Oportunidades de formación en el puesto de trabajo
• Ayudarás a asegurar identidad

For more information, visit Follow us on LinkedIn, Facebook, Instagram, and YouTube.

At Entrust, we don't just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you're a budding developer or a seasoned expert, we're invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you're remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn't stop there. At Entrust, we're passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we're creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?
If you're excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let's build a more secure world—together.

Apply today
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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.
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Recruiter
Xochitl Ticas Lara