Bilingual Technical Support Analyst

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 Analyst (Spanish/English) On behalf of our client, Procom Services is searching for a Bilingual Technical Support Analyst (Spanish/English) for a contract opportunity in Plano, TX. Bilingual Technical Support Analyst (Spanish/English) Job Details Supporting our entire customer base through a variety of mediums  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 Insight, updating activities to cases, and escalate cases  Provide technical problem resolution for Intel Security Scan Alert product used by our customers and must fully document problem resolution in the Intel Security 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  Bilingual Technical Support Analyst (Spanish/English) Mandatory Skills This position requires fluent writing and speaking skills in Spanish. In addition to Spanish, 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 problem solving skills  Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, etc. 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 Analyst (Spanish/English) Start Date ASAP Bilingual Technical Support Analyst (Spanish/English) Assignment Length 6+ Months "Please note that we are not able to work with candidates on H1B Visas or candidates represented by third parties." All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.