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.