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Senior Technical Support Agent

📁
Operations/Manufacturing/Customer & Technical Service
📅
190000IM Requisition #

Senior Technical Support Agent    

For 25 years Entrust Datacard has been an industry leader in Security Software and in servicing large enterprise and government institutions.  Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world.  Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.  Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities.  How do we do all of this? Together.

Position Overview:

The Senior Technical Support Agent will be responsible for providing best in class technical support for our Enterprise Software Products and Cloud Services via telephone and e-mail.  This is a highly technical position, where the individual will take ownership of complex technical issues and work directly with our customers and/or internal, cross-functional teams to engineer solutions.  Successful applicants will be working in a dynamic, fast-paced environment where innovation, the desire to learn, and willingness to take ownership and drive solutions are a must.  This role will also provide the opportunity to for the candidate to leverage automated technologies and apply DevOps skills to help our team achieve the goals of the organization.  This is a great opportunity for the candidate to further immerse themselves deeply into IT security, and continually educate themselves in the forever growing IT security sector.  Reporting to the Support Manager, Enterprise Software, the Technical Support Agent will be responsible for providing support for the operation and maintenance of Entrust customer's on-premise software deployments, as well as some of our existing Cloud Services environments.  This position will be based in our Dallas, TX office.

 
Responsibilities:
  • Interact daily with customers in order to identify, document and resolve customer issues.

  • Provide timely, reliable and professional service to internal and external customers.

  • Interact with various functional departments to provide timely and accurate solutions to end customers.

  • Research, test, and troubleshoot customer issues within our VM lab environment in coordination with experienced PKI Engineers and Developers.

  • Develop and clearly document policies and procedures to help strengthen the business.

  • Create and maintain tools to assist in expediting incident resolution.

  • Apply knowledge of various programming/scripting languages (Java, C++, Python) and configuration management to support and maintain services.

  • Contribute to and help maintain our technical knowledge-base, used by customers and internal resources alike.

  • Raise software capability enhancements to R&D based upon business requirements of EDC and customer base.

  • Provide reporting on customer Service Requests to management and to customers on planned status calls.

  • Maintain existing services – patch existing systems, deploy new components, implement system enhancements based on customer demand.

  • Participation in an on-call rotation (limited nights, weekends, and occasional holidays).


Basic Qualifications
  • 3+ years of experience working in a direct technical support role (software / hardware), or an IT Help Desk role.

  • College or University graduate with degree in IT preferred, or additional, equivalent work experience.

  • General knowledge of Enterprise Security practices.

  • Demonstrated experience with Microsoft and Linux based operating systems.

  • Strong knowledge of web servers (e.g.: IIS, Apache, WebSphere), application servers (e.g.: WebLogic, Tomcat), and general networking (TCP/IP, routers, firewalls, load balancers).

  • Strong analytical, troubleshooting, organizational, and problem-solving skills.

  • Ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.

  • Real world experience with virtualization software knowledge, such as, VMWare ESXi server.

  • Strong understanding of Microsoft business tools (e.g.: Excel, Visio, Outlook, PowerPoint, Teams).

  • Applied knowledge of Java and/or C++ programming languages.

  • Understanding of scripting languages, such as JavaScript and Python are a key asset.

  • Ability to work in a collaborative team environment.

  • Excellent English language communication skills: speaking, listening, writing, and reading.

  • Must have unrestricted authorization to work in the U.S. or Canada, as appropriate for location.

  • U.S. based employees MUST be eligible for US Federal security clearance.

  • Willing to travel (up to 10%) between Canada and U.S. offices.

Preferred Qualifications:
About Entrust Datacard
 

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn.
 
 

Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

 
NO AGENCIES, NO RELOCATION
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