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Tech Phone Support Specialist - Mexico City, MX

Onfido

Role overview

Qualifications

  • 2+ years of experience in an IT environment
  • Fluent in English and Spanish
  • Associate’s degree in information technology or equivalent
  • Proficient problem solving and troubleshooting skills

Responsibilities

  • Provide 2nd level support to assist customers and technicians with difficult technical issues
  • Responds to inquiries for support requests from customers, distributors and sales people in a timely manner
  • Diagnoses underlying cause of customer complaints or performance issues
  • Provides onsite installation of Access Control solutions onto existing customer server systems

Key facts

Hard skills

Access Control Facility Microsoft Networking Active Directory Internal Documentation SQL (Programming Language) IIS Manager VMware Virtualization Cisco Networking Technical Training Backup Administration

Other skills

  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Communication
  • Customer Service

About the company

Onfido logo

Onfido

Identity & Access Management (IAM)

US | UK | Portugal | France | Germany | Netherlands | Singapore | India Onfido is the new identity standard for the internet. Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics. That’s how we give companies the assurance they need to onboard customers remotely and securely. Our mission is to create a more open world, where identity is the key to access.

Company details

Company typeScaleup
IndustryIdentity & Access Management (IAM)
Company size501 - 1000

Links

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Job description

Join us at Entrust  

At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.  

   

Get to Know Us  

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.  

Position Overview: 

We’re looking for a Technical Phone Support Specialist ​- Mexico City


The Technical Phone Support Specialist is responsible for the installation, administration, and ongoing support of Access Control Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows 2003/2008Servers in web, application and database environments to our customers in the US and channel partners around the world.  

Responsibilities:
Technical Phone Support Key Activities

  • Provide 2nd level support to assist customers and technicians with difficult technical issues
  • High availability for support contact to ensure timely and accurate response to all inquiries.
  • Responds to inquiries for support requests from customers, distributors and sales people in a timely manner
  • Utilizes phone, email and remote connections to investigate customer issues
  • Diagnoses underlying cause of customer complaints or performance issues
  • Create and maintain documentation to assist in future problem resolution
  • 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.
  • Provide 24/7 on-call support after hours
  • Provide cross training to other colleagues.                                                                        

Customer Installation and Training Key Activities

  • Provide onsite installation of Access Control solutions onto existing customer server systems
  • Deliver software operations training for customers and IT personnel
  • Interact with System Administrators to apply software patches and perform upgrades to existing customer systems.
  • Provides remote installation support for hardware and software as requested

   Learning and Development Key Activities

  • Participate in company sponsored personal development and quality initiatives
  • Complete all company training and development courses required by Entrust
  • Read journals or other market sources to ensure knowledge of market changes and or advances

Basic Qualifications

  • 2+ years of experience in an IT environment
  • Fluent in English and Spanish
  • Must be able to lawfully work within Mexico

Preferred Qualifications:

  • Associate’s degree in information technology or equivalent
  • Proficient problem solving and troubleshooting skills
  • Experience in general networking technologies and concepts
  • Experience configuring and maintaining Windows Server 2000/2003/2008 associated tool and utilities.
  • Previous experience in a customer service environment
  • 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
  • Excellent verbal communications and customer skills

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.

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

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

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:  

  • Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.  

  • Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.  

  • Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.  

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.  

 

Ready to Make an Impact?  

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.  

   

Apply today!  

 

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube 

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

Recruiter:

Marcina Stewart

Marcina.Stewart@entrust.com

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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