Technical Support Analyst

213019 Technical Support AnalystProcom 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 DevelopmentProject ManagementQuality AssuranceBusiness/Systems AnalysisDatawarehouse & Business IntelligenceInfrastructure & Network ServicesRisk Management & ComplianceBusiness Continuity & Disaster RecoverySecurity & Privacy SpecialtiesContract Staffing (Staff Augmentation)Permanent Placement (Staff Augmentation)ICAP (Contractor Payroll)Flextrack (Vendor Management System)Responsible for supporting our entire licensed customer base through a variety of mediums.Main Responsibilities:Provide both reactive and proactive assistance to all external customersTroubleshoot and resolution of open incidentsTroubleshoot/qualify incidents before escalating into Tier-IIRecord and document all issues related to the customersThe creation of documented solutions for both internal and external support web-pagesStrong working and theoretical understanding of the OSI Layer modelStrong TCP/IP Networking skillsUnderstanding of a wide variety of protocols, including SNMP, SMPT, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.Ability to work with SQL database via CLIAbility to read and understand command-line scripts.Proficiency in use of Linux operating systems.Understanding of and/or experience with SIEM technologies.Understanding of device hardwareFamiliarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)Qualifications:Familiarity with corporate network infrastructuresExperience with one or more of Operating Systems (Linux, UNIX, Mac OS and Windows)A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required.Industry or professional organization certifications in computing fields are not required but highly desirable (MCSE, Network +, Security +, etc.)At least two years of full time experience in customer care/customer support.Advanced writing and verbal communication skillsAbility to multi-task and prioritize job requirementsStrong personal organization skillsBachelor's degree preferred, but not requiredAdditional Information:PLEASE NOTE THAT WE ARE NOT ABLE TO WORK WITH CANDIDATES ON H1B VISAS OR CANDIDATES REPRESENTED BY THIRD PARTIES.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply