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Technical Support Agent

Operations/Manufacturing/Customer & Technical Service
2000005W Requisition #

For 50 years Entrust Datacard has been an industry leader in Security Software and in servicing large enterprise and government institutions.  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:

The Technical Support Agent will be responsible for providing best in class technical support for our Enterprise Software Products and Cloud Services via telephone and e-mail.  This is a highly technical position, where the individual will take ownership of complex technical issues and work directly with our customers and/or 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 is a great opportunity for the candidate to further immerse themselves deeply into IT security, and continually educate themselves in the forever growing IT security sector.  Reporting to the Support Manager, Enterprise Software, the Technical Support Agent will be responsible for providing support for the operation and maintenance of Entrust customer's on-premise software deployments, as well as some of our existing Cloud Services environments. This position will be based in our Reading  office.

  • Interact daily with customers in order to identify, document and resolve customer issues.

  • Provide timely, reliable and professional service to internal and external customers.

  • Interact with various functional departments to provide timely and accurate solutions to end customers.

  • Research, test, and troubleshoot customer issues within our VM lab environment in coordination with experienced PKI Engineers and Developers.

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

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

  • Provide reporting on customer Service Requests to management and to customers on planned status calls.

  • Participation in an on-call rotation (limited nights, weekends, and occasional holidays).


Basic Qualifications
  • College or University graduate with degree in IT preferred, or additional, equivalent work experience.
  • General knowledge of Enterprise Security practices.
  • Knowledge of web servers (e.g.: IIS, Apache, WebSphere), application servers (e.g.: WebLogic, Tomcat), and general networking (TCP/IP, routers, firewalls, load balancers).
  • Strong analytical, troubleshooting, organizational, and problem-solving skills.
  • Ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
  • Experience with virtualization software knowledge, such as, VMWare ESXi server.
  • Intermediate understanding of Microsoft business tools (e.g.: Excel, Visio, Outlook, PowerPoint, Teams).
  • Ability to work in a collaborative team environment.
  • Detail-oriented, deadline driven, self-directed and organized individual.
  • Excellent English language communication skills: speaking, listening, writing, and reading.
  • Must have unrestricted work authorization for UK
Preferred Qualifications:
  • Knowledge of Entrust products, certificate management (PKI / .X509), SSL authentication (2FA), 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).
  • Exposure to Hardware Security Modules and Security Tokens (e.g.: products from nCipher, Gemalto, Thales).
  • Applied experience with Salesforce, or other CRM (Customer Relationship Management) tools.
  • Experience with collaboration and issue tracking tools, such as Confluence, Jira, and Jenkins.
  • Experience with virtualization software knowledge, such as, VMWare ESXi server.
  • Scripting Languages such as Java, JavaScript and Python are an asset.
  • Knowledge of ITIL methodology and implementation.
  • Proficiency in French and/or Spanish languages, in addition to English, would be a strong asset. 
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.

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