Bilingual Technical Support Engineer (Portuguese/English)

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 Information

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.