Tech Phone Support Specialist - Mexico City, MX

Entrust
Mexico City
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: associatesSkills: ["Problem-solving","Troubleshooting","Excellent verbal communication","Customer skills"]

Provide 2nd level technical phone support for Access Control Solutions, troubleshooting complex customer issues and escalating to engineering when needed. Investigate problems using phone, email, and remote connections, and diagnose root causes. Support high-availability responsiveness with 24/7 after-hours on-call coverage, create documentation, and deliver onsite installation and software operations training for customers and IT personnel.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Entrust
Entrust
2 days ago

Tech Phone Support Specialist - Mexico City, MX

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Provide 2nd level technical phone support for Access Control Solutions, troubleshooting complex customer issues and escalating to engineering when needed. Investigate problems using phone, email, and remote connections, and diagnose root causes. Support high-availability responsiveness with 24/7 after-hours on-call coverage, create documentation, and deliver onsite installation and software operations training for customers and IT personnel.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide 2nd level technical support to customers and technicians for difficult issues.
  • •Use phone, email, and remote connections to investigate, diagnose root causes, and resolve performance/complaint problems.
  • •Create and maintain documentation for future problem resolution.
  • •Support end-user installations, configurations, updates, and migrations, including onsite installation and remote installation support as requested.
  • •Provide 24/7 on-call support after hours and support cross-training for colleagues; escalate to engineering when needed.

Key Requirements

  • •2+ years of experience in an IT environment.
  • •Fluent in English and Spanish.
  • •Must be able to lawfully work within Mexico.
  • •Experience configuring and maintaining Windows Server 2000/2003/2008 environments and associated tools/utilities.
  • •Provide strong problem-solving and troubleshooting for technical support in a customer service environment.
Experience:2+ yearsIT supportCustomer service
Education:Associate's
Skills:Problem-solvingTroubleshootingExcellent verbal communicationCustomer skills
Certifications:A+MCSAMCSENetwork+CCNA
Languages:EnglishSpanish
Tech Stack:WindowsWindows Active DirectoryDNSWINSDHCPWindows Server 2003Windows Server 2008IISTCP/IPSQLVMwareCiscoSANLAN/WANRemote connectionsMobile usersNetworking

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Entrust
Provides identity, authentication, and secure transaction solutions including public key infrastructure (PKI), digital certificates, encryption, and secure issuance for payments, mobile, and enterprise environments to protect digital identities and critical communications.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Minneapolis, United States
Founded: 1994
WebsiteLinkedIn