Technical Product Support, Tier 1 - Denver, CO Area

Position Overview

Technical Product Support – Tier 1 Specialist based in Denver, CO. The role involves supporting Card Wizard Solutions on customer server hardware, Windows Active Directory/DNS/WINS/DHCP, and Windows Servers in web, application, and database environments for customers and channel partners globally.

• Provide support to assist customers and technicians with difficult technical issues.
• Respond to inquiries for support requests from customers, distributors, and internal teams in a timely manner.
• Utilize phone, email, and remote connections to investigate customer 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.
• Act as direct contact with internal and external customers.

• 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 related tools/utilities.
• Previous experience in a customer service environment.
• Ability to pass pre‑employment screenings for a trusted role.
• Legal work authorization in the United States.

• Associate’s degree in Information Technology or equivalent.
• Prior experience in the financial institution industry.
• Advanced technical education.
• Professional technical certification (e.g., A+, MCSA, MCSE) or equivalent.
• Networking and/or software certifications such as Network+ and CCNA.
• Knowledge of SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN.
• Experience supporting remote and mobile users.
• Experience with systems backup and recovery technologies.

Pay Range: $30.90–$45.32 per hour. The position is eligible for the company’s discretionary annual incentive plan.

Benefits include comprehensive health, vision, and dental coverage; 401(k) matching; life and disability insurance; mental health coaching; virtual fitness programs; paid personal time off plus 12 paid holidays; parental leave; and education reimbursement.

Entrust is an EEO/AA/Disabled/Veterans employer. For Canadian roles, Entrust values diversity and inclusion and is committed to building a diverse workforce.