Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.
With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.
Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy
Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)
Bilingual Technical Support Analyst (Portuguese/English)
On behalf of our client, Procom Services is searching for a Bilingual Technical Support Analyst (Portuguese/English) for a contract opportunity in Plano, TX.
Bilingual Technical Support Analyst (Portuguese/English) Job Details
Responsible for Supporting our clients Security customer base through a variety of mediums:
Provide proactive and reactive assistance to all external customers
Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team
Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
Log all issues into MAX, updating activities to cases, and escalate cases
Provide technical problem resolution for McAfee Scan Alert product used by our customers and must fully document problem resolution in the McAfee call tracking system
Perform duties as assigned by management
Provide proactive assistance to your specific product
Trouble-shoot/qualify cases before escalating into Tier-II
Record and document all issues related to customers both internal and external
Conference call availability to resolve product issues
Log all testing, troubleshooting and research done in process of resolution
Responsible for Customer and Internal Updates
Produce articles for submission into the current knowledgebase
Maintain a high level of knowledge and professionalism
Creation of product troubleshooting guides to assist support teams
Provide effective and timely communication to support teams
Document issues within the call tracking system
Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
Be available and accessible to fellow co-workers
Maintain a friendly, open, approachable, positive attitude
Bilingual Technical Support Analyst (Portuguese/English) Mandatory Skills
• Fluent writing and speaking skills in Portuguese-Brazilian Required. Spanish in addition to Portuguese would be a strong plus.
• Understanding of Operating Systems such as Unix, Linux and Windows
• Understanding of Firewalls, Intrusion detection system (IDS), Intrusion prevention systems (IPS)
• Strong Networking Skills
• Strong problem solving skills
• Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, ete
• Basic Vulnerability and Threat analysis skills preferred
• Basic experience with programming/scripting (PERL, JAVA, C, C++, SQL and DB2) is desirable
• Working knowledge with MS SQL, Routing protocols (TCP / IP, OSPF etc.,) HTML, ATM, Token Ring, ISDN, and Ethernet
• At least 1 year of experience in customer care/customer support
• Ability to multi-task and prioritize job requirements
• Effective problem resolution
• Ability to communicate at multiple levels with customers (i.e. technical / management)
• Excellent at providing positive customer service
• Advanced writing and verbal skills
• Ability to support multiple products simultaneously
• Self-motivated (takes initiative)
• Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable
Bilingual Technical Support Analyst (Portuguese/English) Start Date
ASAP
Bilingual Technical Support Analyst (Portuguese/English) Assignment Length
6 Months
"Please note that we are not able to work with candidates on H1B Visas or candidates represented by third parties."
Additional InformationAll your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.
Skills Required
- Fluent writing and speaking skills in Portuguese-Brazilian
- Understanding of Unix, Linux and Windows operating systems
- Understanding of Firewalls, Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS)
- Strong networking skills (TCP/IP, routing protocols such as OSPF)
- Strong problem solving skills and effective problem resolution
- Basic knowledge of security and information gathering tools (nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat)
- Basic vulnerability and threat analysis skills
- Basic programming/scripting experience (Perl, Java, C, C++, SQL, DB2)
- Working knowledge of MS SQL, HTML, ATM, Token Ring, ISDN, and Ethernet
- At least 1 year of experience in customer care/customer support
- Ability to multi-task, prioritize, and support multiple products simultaneously
- Excellent written and verbal communication; ability to communicate with technical and management levels
- Produce knowledgebase articles and product troubleshooting guides; document all issues in call tracking system (MAX/McAfee)
- Self-motivated, approachable, and able to work collaboratively with Tier II and management
- Network or security related certifications (CISSP, CISA, CISM, CCNP)
- Spanish language skills
What We Do
Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada, and one of North America's leading staffing and contract workforce services providers. The company specializes in connecting IT talent with opportunity, delivering flexible IT staffing solutions and professional services to help organizations overcome technology gaps and drive transformation.
