Job Description

Title Product Support Technician

Product Support:

• Install, configure, and maintain Datacard/Entrust card issuance hardware (IDI, IFI and CI systems).
• Deploy and support associated personalisation software (e.g., Adaptive Issuance, ID Works, Instant ID and AI SBS).
• Perform diagnostics, troubleshooting, and repair of Datacard systems and peripherals.
• Conduct preventative maintenance and respond to service-level incidents or outages.
• Work with clients to understand system requirements and ensure effective implementation.
• Liaise with Entrust support teams for issue escalation and resolution.
• Document system configurations, change controls, and service interventions.
• Provide technical training and support to customers and internal teams.
• Support software upgrades, firmware updates, and system migrations as needed.
• Ensure compliance with security protocols and data protection policies.

Technical Support CI, IDI and IFI (On-site and Field Support)

• System Installation & Configuration

• Deploy Datacard/Entrust hardware (e.g., MX Series, Sigma, CD800) and related personalization software on client sites or in card bureau environments.
• Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, and connectivity issues related to Datacard systems, both remotely and on-site.
• Maintenance & Repairs

• Perform routine and preventive maintenance on card printers and modules to ensure optimal uptime and performance.
• Client Onboarding & Training

• Assist clients in understanding and using the personalization systems effectively; conduct user training when required.
• Software Integration & Customisation

• Support integration of personalisation software with client databases or external systems using APIs, scripts, or configuration tools.
• Incident Management & Escalation

• Log, track, and resolve incidents according to SLA; escalate to Entrust support where necessary.
• System Upgrades & Patches

• Plan and execute firmware upgrades, software patches, and version migrations with minimal disruption to operations.
• Documentation & Reporting

• Maintain detailed records of installations, configurations, service calls, and fixes for auditing and continuous improvement.
• Compliance & Security

• Ensure all deployments and operations meet security standards, including encryption handling and secure data practices.
• Cross-functional Collaboration

• Work closely with sales, project management, and support teams to ensure customer requirements are met from pre-sales through post-implementation.

Additional Information:

• Travel may be required for on-site installation or support

• Valid Passport and ow vehicle essential
• After-hours support and standby rotation may be applicable
• Must be eligible for security clearance and background checks

Afterhours Technical Support Central Issuance Customers

• Provide technical support to CI customers on an afterhours basis (Mon-Fri 17:00 08:00, Sat 08:00 08:00)
• Identify root cause failures on systems both mechanical, electrical and software-based issues
• Apply technical product knowledge to resolve issues within SLA
• Communicate status of logged calls to both internal and external customer resources
• Plan, management and complete Preventative maintenance within SLA as per manufactures specifications
• Check and monitor for FCO (Field Change orders) and FRU (Field replacement units) releases from vendor. Coordinate ordering and planning of installing when and where applicable
• Control and manage all spares usage in accordance to governing policies and procedures

Educational Qualifications:

• Higher National Senior Certificate
• Project Management or related qualification - advantageous
• Additional CompTIA qualifications - advantageous (Security+)

Professional Qualifications

• N1 - N3 Electrical Engineering (advantageous)
• A+ CompTIA
• N+ CompTIA (advantageous)
• S+ CompTIA (advantageous)

Years of Experience

• 25 years in a technical support or engineering role.
• Experience with Datacard/Entrust personalization systems is essential.
• Familiarity with card bureau environments or financial services a strong advantage.

Other requirements

• Technical Skills:

• Strong understanding of Windows-based systems, networking, and databases (SQL).
• Experience with smart card personalization, magnetic stripe encoding, and secure printing technologies.
• Scripting or automation experience (VBScript, PowerShell) is beneficial but not mandatory.
• Knowledge of integration with host systems, APIs, or data transformation tools (XML, CSV, etc.). Is beneficial but not mandatory.
• Soft Skills:

• Analytical and problem-solving mindset.
• Ability to work under pressure and meet SLA deadlines.
• Good communication and customer service skills.
• Attention to detail and process oriented.

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