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Tech Phone Support Specialist Tier 1 - Minnesota
Entrust · United States - Minnesota Field · Posted 7 days ago
The Technical Product Support – Tier 1 position is responsible for the 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 and channel partners around the world.
Responsibilities:
- Provide support to assist customers and technicians with difficult technical issues
- Responds to inquiries for support requests from customers, distributors and other internal teams in a timely manner. Utilizes phone, email and remote connections to investigate customer issues
- 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.
Basic Qualifications :
- 2+ years of experience in an IT environment
- Excellent verbal communications and customer skills Proficient problem solving and troubleshooting skills
- Experience in general networking technologies and concepts
- Experience configuring and maintaining Windows Server environments associated tool and utilities.
- Previous experience in a customer service environment
- Must be able to pass pre-employment screenings for trusted role
- Must be able to lawfully work within the US and have unrestricted work authorization in the US
Preferred Qualifications:
- Associates 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 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
Ready to Make an Impact?
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This role centers on Windows Server, Active Directory, Networking, and Troubleshooting. There are 103 open roles at Entrust right now.
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