Temporary Tech Support Specialist

Description:

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

• Provide timely, reliable and professional service to our Customers, Partners, SI’s and Distributors.

• Research, test and troubleshoot technical issues within our VM lab environment. Replicate our customer enterprise environments.

• Raise software enhancements to R&D/Product Management based upon business requirements.

• Report on customer Service Requests to management and/or customers on planned status calls.

• Participate in ongoing technical training to stay current with advances in technology.

• Write and publish technotes to our knowledgebase.

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

Qualifications:

Basic Qualifications:

• University degree or College Diploma in a technical field and/or relevant background.

• Preferred 5 years of enterprise experience working in a direct enterprise software technical support role.

• General knowledge of Enterprise Security practices.

• Demonstrated experience with Microsoft and Linux based operating systems.

• Knowledge of web servers (e.g.: IIS, Apache, WebSphere), application servers (e.g.: WebLogic, Tomcat), and general networking (TCP/IP, routers, switches, firewalls, load balancers, proxies).

• Strong analytical, problem-solving and troubleshooting skills.

• Provide exceptional customer service and adapt to new challenges in a fast-paced environment.

• Experience with virtualization software knowledge, such as, VMWare ESXi server.

• Understanding of Microsoft business tools (e.g.: Excel, Outlook, PowerPoint, Teams).

• Ability to work in a collaborative team environment.

• Detail-oriented, deadline driven, self-directed organized individual.

• Excellent English language communication skills: speaking, listening, writing, and reading.

• Must have unrestricted authorization to work in the country of the posted office location, as appropriate.

Preferred Qualifications:

• Knowledge of Entrust products, certificate management (PKI / .X509), SSL authentication (2FA), single sign-on, identity management, fraud detection or access control products.

• Database knowledge (e.g., Oracle, MSSQL, MySQL, PostgreSQL).

• LDAP directories knowledge (e.g., Active Directory, Red Hat DS, OpenLDAP).

• Hardware Security Module and Security Token knowledge (e.g., nCipher, Gemalto, Thales products).

• Applied experience with Salesforce, or other CRM (Customer Relationship Management) tools.

• Experience with collaboration and issue tracking tools, such as Confluence, Jira, and Jenkins.

• Scripting Languages such as Java, JavaScript, PowerShell or Python.

• Knowledge of ITIL methodology.

• Experience or training with secure cloud services platforms, such as AWS or Azure.

• In addition to English, proficiency in French and/or Spanish languages would be an asset.