Tech Phone Support Specialist Tier 1 - Minnesota

Entrust; Shakopee (MN); Hybrid; USD 38,000 - 56,000; Full time

Benefits offered by this job

401(k) matching

Medical, vision, dental coverage

Paid time off and holidays

Education reimbursement

Job summary

Entrust is seeking a Technical Product Support – Tier 1 professional to support CardWizard Solutions on customer server hardware, Windows Active Directory, DNS/DHCP/WINS, and Windows Server environments. You will help customers and channel partners worldwide with complex technical issues, leveraging remote connections and proactive communication.

The role offers remote-eligible, flexible work arrangements in the United States, with a focus on Minnesota field operations.

Qualifications

• 2+ years of experience in an IT environment.
• Excellent verbal communications and customer skills.
• Experience with Windows Server environments and related utilities.
• Strong troubleshooting and problem solving.
• Ability to pass pre-employment screenings and work in the US.

Responsibilities

• Provide support to assist customers and technicians with difficult technical issues.
• Responds to inquiries for support requests from customers, distributors and other internal teams in a timely manner using phone, email and remote connections.
• Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering when needed.
• Support end-user installations, configurations, updates and migrations; act as direct contact with internal and external customers.

Skills

Customer service

Verbal communication

Problem solving

Networking knowledge

Education

Associate degree in Information Technology

A+/MCSA/MCSE certification

Tools

Windows Server

Active Directory

DNS

DHCP

WINS

SQL

IIS

TCP/IP

VMware

CCNA

Job description

Remote Eligible

United States - Minnesota Field

Full time

R004460

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.

Entrust's values are a cornerstone of who we are, our future business growth and how our people grow through it. We model our values by demonstrating that Customer Trust Is Earned , moving with purpose because Speed Is Intentional , taking accountability because We Own the Outcome , and building a collaborative culture where One Entrust Wins Together .

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.

Position Overview:

The Technical Product Support – Tier 1 position is responsible for the 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 and channel partners around the world.

Responsibilities:

• Provide support to assist customers and technicians with difficult technical issues
• Responds to inquiries for support requests from customers, distributors and other internal teams in a timely manner. Utilizes phone, email and remote connections to investigate customer issues
• 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.

Basic Qualifications :

• 2+ years of experience in an IT environment
• Excellent verbal communications and customer skills Proficient problem solving and troubleshooting skills
• Experience in general networking technologies and concepts
• Experience configuring and maintaining Windows Server environments associated tool and utilities.
• Previous experience in a customer service environment
• Must be able to pass pre-employment screenings for trusted role
• Must be able to lawfully work within the US and have unrestricted work authorization in the US

Preferred Qualifications:

• Associates degree in Information Technology or equivalent
• 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

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.

Compensation Range:

The anticipated starting base pay for this position is: $27.81-$40.79 per hour (in the primary posting location). Actual compensation will be determined based on geographic location, education, skills and experience. This position is also eligible for the company’s discretionary annual incentive plan. In addition to your pay, Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include medical, vision, dental, a generous 401(k) matching contribution, life and disability insurance, mental health coaching, virtual fitness programs, paid personal time off plus 12 paid holidays, parental leave and education reimbursement. Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end, suspend or amend any of its plans at any time in whole or in part.

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 [e-mail] .