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

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