Technical Support Specialist

4 weeks ago

Cambridge, United Kingdom Entrust Datacard Full time

Career Growth, Flexibility and Collaboration

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview:
The position requires that you demonstrate proven hands-on experience in dealing with customer support queries, coming from internal or external customers. You will ensure that queries are dealt with in a timely manner and recorded in our helpdesk database and within agreed service levels. You will liaise directly with customers to carry out an initial analysis of hardware, software and network related problems. You will replicate issues as required, before liaising with our global engineering teams to find a resolution, while keeping customers fully informed of the progress of their issue.

**Responsibilities**:
- Work with our customers to quickly investigate, evaluate and successfully resolve technical problems providing assistance to resolve technical faults.- Diagnose nShield hardware and software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified, work closely with our engineering teams, to escalate as appropriate.- Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Technical Support related admin tasks, when required.- Provide advice on configuring and optimizing nShield products, to ensure that services are running effectively.- Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract.- Operate within the helpdesk software, updating tickets and generating knowledgebase articles.- Carry out occasional on-site installations and investigations and provide customer training, as required.- Some after-hours/weekend work may be required. Participation in the 24 x 7 telephone support rota is required when judged able to do so

Basic Qualifications:
- Technically savvy and able to recognize problems and find solutions.- Strong interpersonal skills and the ability to communicate at all levels in the spoken and written word, in English- Experience working in a customer facing Technical Helpdesk role supporting up to 3rd line.- Strong customer focus, self-motivation and the flexibility to work outside core hours and the ability to work under pressure are vital.- Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilize support tools and databases.- Strong technical abilities in operating systems such Linux, UNIX, and Windows and IP networking- Experience acting as escalation point for complex customer tickets.- Must be able to lawfully work within the US and have unrestricted work authorization for US

Preferred Qualifications:
- Knowledge and experience of PKI deployments- Knowledge of cryptography- A college or degree level qualification related to computer sciences or IT (not essential with relevant previous experience)

About Entrust

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

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

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- For US roles, or where applicable:_

Entrust is an EEO/AA/Disabled/Veterans Employer

Recruiter:
Neha Rathore

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