Tech Phone Support Specialist - Minnesotta Field

Entrust • United States - Minnesota Field, MN

6d • $28 - $41

About The Position

The Technical Product Support – Tier 1 position supports CardWizard Solutions on customer server hardware, Windows Active Directory, DNS, WINS, and DHCP, as well as Windows Servers in web, application, and database environments. The role provides technical assistance to customers and channel partners around the world, using phone, email, and remote connections to investigate and resolve issues. It supports installations, configurations, updates, and migrations, and escalates issues to engineering when additional support is needed.

Requirements

• At least 2 years of experience in an IT environment.
• Excellent verbal communication and customer service skills.
• Proficient problem-solving and troubleshooting skills.
• Experience with general networking technologies and concepts.
• Experience configuring and maintaining Windows Server environments and associated tools and utilities.
• Previous experience in a customer service environment.
• Ability to pass pre-employment screenings for a trusted role.
• Lawful ability to work in the United States with unrestricted U.S. work authorization.

Nice To Haves

• Associate degree in Information Technology or equivalent.
• 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 certifications such as Network+ and CCNA.
• Knowledge and experience with SQL, IIS, TCP/IP, VMware, Cisco, SAN, and LAN/WAN.
• Experience supporting remote and mobile users and computing/communications.
• Experience with systems backup and recovery technologies.

Responsibilities

• Provide support to customers and technicians with difficult technical issues.
• Respond in a timely manner to support requests from customers, distributors, and internal teams, using phone, email, and remote connections to investigate issues.
• Resolve customer issues escalated from first-level Phone Support and on-site technicians, escalating to engineering when needed.
• Support end-user installations, configurations, updates, and migrations through problems.
• Act as a direct contact for internal and external customers.

Benefits

• Discretionary annual incentive plan, subject to eligibility and plan terms.
• Medical, vision, and dental programs.
• 401(k) matching contribution.
• Life and disability insurance.
• Mental health coaching.
• Virtual fitness programs.
• Paid personal time off.
• 12 paid holidays.
• Parental leave.
• Education reimbursement.
• Career growth and learning-forward initiatives.
• Flexible work options, including remote, hybrid, or on-site arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed