Bilingual Tech Support Specialist – 24/7 On-Call

Entrust Mexico S De Rl De Cv; Xico; On-site; MXN 268,000 - 469,000; Full time

Job summary

Entrust is seeking a Technical Phone Support Specialist in Mexico City to install, administer, and support Access Control Solutions on customer server hardware and Windows environments for customers in the US and partners worldwide.

Responsibilities include 2nd level support, issue investigation via phone/email/remote access, and on-call after hours. The role requires English and Spanish fluency, and the ability to work lawfully in Mexico.

Qualifications

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

Responsibilities

• 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.

Skills

Fluent English and Spanish

IT experience

Work authorization Mexico

Bilingual

Customer-facing communication

Education

Associate’s degree in information technology or equivalent

Tools

SQL

IIS

TCP/IP

VMware

Cisco

SAN

LAN/WAN

Job description

Entrust is seeking a Technical Phone Support Specialist in Mexico City to install, administer, and support Access Control Solutions on customer server hardware and Windows environments for customers in the US and partners worldwide.

Responsibilities include 2nd level support, issue investigation via phone/email/remote access, and on-call after hours. The role requires English and Spanish fluency, and the ability to work lawfully in Mexico.