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
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

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 response 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 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
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?

Candidates need 2+ years of experience in an IT environment and must be fluent in English and Spanish, with the ability to lawfully work in the position.

Is this position remote or based in an office?

The role is based in Mexico City, MX, with onsite installation activities required, though the company offers flexibility and a diverse work environment.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Entrust?

Entrust fosters a flexible, global workplace that empowers careers, promotes collaboration, and values curiosity, dedication, and innovation from its people.

What should I include in my application for this role?

Apply with your resume in English, highlighting 2+ years of IT experience, fluency in English and Spanish, and relevant technical support skills.