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Sr Tech Support Agent

📁
Operations/Manufacturing/Customer & Technical Service
📅
190000GM Requisition #
Thanks for your interest in the Sr Tech Support Agent position. Unfortunately this position has been closed but you can search our 130 open jobs by clicking here.
Responsibilities:
  • Provide assistance with case management and technical guidance to Technical Support Agents

  • 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.

  • Research, test, and troubleshoot customer issues in your own lab environment and in coordination with experienced PKI Engineers and Developers.

  • Perform problem analysis following any service issues to prevent recurrence.

  • Identify and implement improvements to our systems (performance, security, etc.). Implement system enhancements (software/hardware updates) that will improve the performance and reliability of the system.

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

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

  • Create and maintain tools to assist in expediting incident resolution

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

  • Scripting Languages such as Javascript and Python

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

  • Participation in a team on-call rotation.

Basic Qualifications

  • 2 year technical degree or Bachelor’s degree in Computer Science, Information Systems, or a related discipline

  • 5+ years IT experience
  • Strong Authentication and Identity Management Platform Experience

  • Demonstrated experience in a Team Lead capacity
  • Demonstrated Customer Service Experience.

  • Demonstrated experience with Microsoft and Linux based operating systems.

  • Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), and 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.

  • Detail-oriented, deadline driven, self-directed and organized individual.

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

  • Must have unrestricted authorization to work in the US or Canada.

  • MUST be eligible for US or Canadian Federal Security clearance.

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

 

Preferred Qualifications:

  • Ability to work in a collaborative team environment.

  • General knowledge of Enterprise Security.

  • Applied knowledge of Java and C++ programming languages is a key asset.

  • Knowledge of Entrust products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.

  • Databases (e.g., Oracle, PostgreSQL), and LDAP directories (e.g., Active Directory, Red Hat DS, OpenLDAP).

  • Experience with virtualization software knowledge, such as, VMWare ESX server.

  • Experience or training with secure cloud services platforms, such as, AWS or Azure.

  • Experience with Salesforce, RemedyForce or other CRM (Customer Relationship Management) is an asset.

  • Proficiency in other languages (French, Spanish), in addition to English would be a strong asset. 

  • Knowledge of ITIL methodology and implementation.

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.

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

NO AGENCIES, NO RELOCATION
#LI-TF

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