207534 / Bilingual Technical Support Engineer
Procom Services
Company Description
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)
Job Description
PLEASE NOTE THAT WE ARE UNABLE TO WORK WITH CANDIDATES THAT HAVE H1B VISA OR REPRESENTED BY THIRD PARTIES.
- Supporting customer base through a variety of mediums
- 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
Qualifications
- This position requires fluent writing and speaking skills in Spanish. Portuguese in addition to Spanish 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 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