/ Bilingual Technical Support Engineer

Bilingual Technical Support Engineer

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