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 Engineer (Portuguese/English)
On behalf of our client, Procom Services is searching for a Bilingual Technical Support Engineer for a contract opportunity in Plano, TX.
Technical Support Engineer Job Details
• 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
• 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
• Be available and accessible to fellow co-workers
• Maintain a friendly, open, approachable, positive attitude.
Technical Support Engineer Mandatory Requirements
• This position requires fluent writing and speaking skills in Portuguese-Brazilian. 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 Engineer Assignment Start Date
ASAP
Bilingual Technical Support Engineer Assignment Length
6 months
Additional InformationAll your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.
Skills Required
- Fluent written and spoken Portuguese (Brazilian)
- Spanish language skills
- Understanding of Unix, Linux, and Windows operating systems
- Understanding of firewalls, IDS, and IPS
- Strong networking skills (TCP/IP, routing)
- Strong problem solving skills
- Basic knowledge of security/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
- Working knowledge of routing protocols (TCP/IP, OSPF)
- Working knowledge of HTML, ATM, Token Ring, ISDN, and Ethernet
- At least 1 year experience in customer care/customer support
- Ability to multi-task and prioritize
- Effective problem resolution and communication at multiple levels (technical/management)
- Excellent customer service, advanced writing and verbal skills
- Ability to support multiple products simultaneously and be self-motivated
- Network/security certifications (CISSP, CISA, CISM, CCNP)
- Provide technical problem resolution for McAfee Scan Alert product
- Log all issues and activities into MAX and document troubleshooting/testing
- Conference call availability and produce knowledgebase/troubleshooting guides
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.
