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Sr Tech Support Agent

Operations/Manufacturing/Customer & Technical Service
190000B0 Requisition #

Senior Technical Support Agent

The Sr. Technical Support Specialist is responsible for providing Entrust customers and partners with technical support for our Enterprise team via telephone, chat and e-mail. The successful applicant will be working in a dynamic environment where initiative and a willingness to take on responsibility is a must. This position will be based in our Ottawa Canada office.

Entrust Datacards’ Cloud Services run a software-as-a-service (SaaS) offering out of state-of-the-art data centers. Reporting to the Service Manager, US Authentication & Fraud team, the Technical Support Agent will be responsible for providing support for the operation and maintenance of the existing Cloud Services environment.



  • Interact daily with customers in order to identify, document and resolve customer issues.
  • Provide timely, reliable and professional service.
  • Interact with various functional departments to provide timely and accurate solutions to end customers.
  • Develop policies and procedures to help strengthen the business.
  • Maintain existing cloud services – patch existing systems, deploy new components, implement system enhancements based on customer demand.
  • Participation in the on-call rotation.

Basic Qualifications

  • College or university graduate with degree in IT preferred
  • 1+ Year experience working for an IT Help Desk or Call Center.
  • General knowledge of Enterprise Security.
  • Working knowledge of the Microsoft and/or Linux based operating systems.
  • Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers).
  • Strong analytical, troubleshooting, organizational, and problem solving skills.
  • Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
  • 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 US
  • MUST be eligible for US federal security clearance
  • Willing to travel (up to 10%) between Canada and US offices

Preferred Qualifications:

  • Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.
  • Databases (e.g., Oracle), and LDAP directories (e.g., Active Directory, Sun One Directory Server).
  • Experience with virtualization software knowledge, such as, VMWare ESX server.
  • Experience with Salesforce, RemedyForce or other CRM (Customer relationship management) an asset.
  • Proficiency in other languages will be a strong asset. 
  • Knowledge of ITIL methodology and implementation.
  • Java and C++ programming languages an asset.
  • Fluency in other languages (Spanish), in addition to English


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.comFollow us on Twitter, YouTube and LinkedIn.


DataCard Corporation is an EOE/AA/Veteran/People with Disabilities employer.



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