Career Growth, Flexibility and Collaboration!
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.
The Sr Technical Support Specialist works with internal and external customers to diagnose, troubleshoot and resolve technical issues with Entrust Desktop hardware and software products. The Sr Technical Support Specialist will perform the accountabilities detailed below and other duties as assigned.
Responsibilities:
Technical Support 50%
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Act as point of escalation for technical issues that customer engineers/on-site technicians are unable to solve
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High availability for customer contact to ensure timely and accurate response to all inquiries.
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Responds to inquiries and support requests from customers in a timely manner
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Utilizes phone, email and remote connections and site visits to investigate customer issues
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Diagnoses underlying cause of customer complaints or performance issues
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Responds to Service Requests from Entrust distributors
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Works all customer problems to resolution which may be one or many of the following:
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Identifies and arranges for and installs replacement parts
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Makes adjustments to system set up to return product performance to standard levels
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Escalates issue to engineering through an EAR or SDO
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May be required to cover shifts or cities as needed.
Installation/Implementation 25%
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Ensure that system works as contractually agreed at customer site
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May be required to successfully run standard test cards
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May be required to ensure system is fully operational for customer production including hardware, software and supplies
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May be required to lift/roll equipment to its location.
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Marketing & Pre-Sales Support 10%
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Stages equipment to be used at trade shows, this requires some lifting.
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Attends trade shows to set-up, test and run equipment on-site
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Responds to customer, distributor or salesperson inquiries to provide general product information or answer questions about product compatibility
Product Knowledge & Development 15%
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Represents technical service organization on Engineering Core Teams for products as assigned
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Attends relevant internal and/or external training programs to keep abreast of changes in Smart Card related technologies
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Reads journals or other market sources to ensure knowledge of market changes and or advances
Basic Qualifications:
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5+ years’ experience working with complex electro-mechanical hardware and/or companion software
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Knowledge of project management tools and techniques
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Knowledge of MS Office products, Oracle, Agile, BI and related software programs.
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Travel is required up to 60% of the time, some EMEA travel is expected. Must be able to travel on short notice.
Preferred Qualifications:
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B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or business
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Six Sigma yellow or green belt
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Professional technical certification such as A+, MCSA, MCSE or similar
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Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
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Strong customer orientation and commitment to quality
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Ability to juggle competing demands and priorities while maintaining strong attention to detail
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Proven written and verbal communications skills
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Experience supporting a global client base
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Ability to work on an on-call basis, standby coverage on a 24x7 basis is rotated
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5-10 years’ experience working with Entrust CI Systems, MX Series, MXD, VHD, DOD, Laser
About Entrust:
Entrust keeps the world moving safely by enabling trusted identities, payments, and data protection globally. In today's world, people demand seamless and secure experiences, whether they're crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security solutions, including SSL, PKI, HSM, Key Management, and Identity offerings, it's no wonder the world's most entrusted organizations trust us.
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 [email protected].
Recruiter:
James Beck
