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

Technical Support Agent                                                            REQ# 190000GX

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:

For 25 years Entrust Datacard has been an industry leader in Security Software and in servicing large enterprise and government institutions.  The chosen candidate will be responsible for providing best in class service to our customer base.  This is a highly technical position, where the individual will take ownership of complex technical issues and work directly with our customers and 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 achieve the goals of the organization.  This is a great opportunity for the candidate to immerse themselves into IT security, and continually educating themselves in the forever growing IT security field.

  • 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.
  • 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 an asset
  • 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
·         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:
·         2+ years of experience working for an IT Help Desk or direct technical support role (software / hardware).
·         College or University graduate with degree in IT preferred, or additional, equivalent work experience.
·         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.

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