Tech Phone Support Specialist - Mexico City, Mx

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

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’sthe curiosity, dedication, and innovation that drive our success and help us anticipate the future.

Position Overview:

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.

Responsibilities:

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

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

About Entrust

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

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.

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.

Entrust is an EEO/AA/Disabled/Veterans Employer

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.