Tech Phone Support Specialist - Mexico City, MX at Entrust

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Security, Identity ManagementIndustries

Requirements

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
Ensure high availability for support contact to provide timely and accurate responses to all inquiries
Respond to inquiries for support requests from customers, distributors, and sales people in a timely manner
Utilize phone, email, and remote connections to investigate customer issues
Diagnose underlying cause of customer complaints or performance issues
Create and maintain documentation to assist in future problem resolution
Resolve 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 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
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
Provide remote installation support for hardware and software as requested
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 advances

Skills

Key technologies and capabilities for this role

Windows ServerActive DirectoryDNSWINSDHCPAccess ControlPhone SupportRemote SupportTroubleshootingCustomer SupportTechnical Documentation

Questions & Answers

Common questions about this position

What are the basic qualifications for this role?

The position requires 2+ years of experience in an IT environment.

Is this a remote position or does it require being in Mexico City?

The role is specified as Tech Phone Support Specialist - Mexico City, MX, and includes onsite installation activities, indicating an on-site presence in Mexico City is required.

What kind of support responsibilities does this role involve?

The role provides 2nd level technical phone support, diagnoses customer issues using phone, email, and remote connections, resolves escalated issues, and offers 24/7 on-call support.

What is the company culture like at Entrust?

Entrust offers a flexible, global workplace that empowers careers, fosters collaboration, and features a diverse work environment driven by curiosity, dedication, and innovation.

What should I include when applying for this position?

Please apply with your resume in English.