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Technical Product Support- Tier 2

Operations/Manufacturing/Customer & Technical Service
190000A7 Requisition #

Position Overview

The Technical Software Support Specialist is responsible for the installation, administration, and ongoing support of CardWizard Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows Servers in web, application and database environments to our customers in the US and channel partners around the world.  


Technical Phone Support Key Activities - 65%

  • Provide 2nd level support to assist customers and technicians with difficult technical issues
  • High availability for support contact to ensure timely and accurate response to all inquiries
  • Responds to inquiries for support requests from customers, distributors and Sales people in a timely manner
  • Utilizes phone, email and remote connections to investigate customer issues
  • Diagnoses underlying cause of customer complaints or performance issues
  • Create and maintain documentation to assist in future problem resolution
  • Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering for additional support when needed
  • Support end-user installations, configurations, updates and migrations through problems.  Act as direct contact with internal and external customers
  • Provide 24/7 on-call support after hours on a rotating basis
  • Provide cross training to other colleagues                                                                  

Customer Installation and Training Key Activities - 25%

  • Provide onsite installation of CardWizard solutions onto existing customer server systems
  • Delivering software operations training for customers and IT personnel
  • Interact with System Administrators to apply software patches and perform upgrades to existing customer systems
  • Provides remote installation support for hardware and software as requested

Learning and Development  Key Activities - 10%

  • Participate in company sponsored personal development and quality initiatives
  • Complete all company training and development courses required by Datacard
  • Reads journals or other market sources to ensure knowledge of market changes and or advances

Basic Qualifications
  • Associates degree in Information Technology or equivalent
  • 2+ years of experience in an IT environment
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
Preferred Qualifications:
  • Proficient problem solving and troubleshooting skills
  • Experience in general networking technologies and concepts
  • Experience configuring and maintaining Windows Server associated tool and utilities.
  • Previous experience in a customer service environment
  • Previous job experience in the Financial Institution industry
  • Advanced technical education
  • Professional technical certification such as A+, MCSA, MCSE or similar
  • Networking and/or Software Certificates such as Network+ and CCNA
  • SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN knowledge and experience
  • Experience supporting remote and mobile users and computing/communications
  • Experience with systems backup and recovery technologies
  • Excellent verbal communications and customer skills
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 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.




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