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Operations/Manufacturing/Customer & Technical Service
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190000M3 Requisition #
Technical Support Agent 


Position Overview:
 

Entrust Datacard is seeking a Technical Support Agent.  In this role you will interact daily with customers in order to identify, document and resolve customer issues.  Some other responsibilities are as follows:

  • 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.
  • MUST be eligible for Canadian Federal Security clearance.
  • Willing to travel (up to 10%) between Canada and US offices.

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.
  • 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.
 

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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