213019 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) Responsible for supporting our entire licensed customer base through a variety of mediums.  Main Responsibilities:  - Provide both reactive and proactive assistance to all external customers  - Troubleshoot and resolution of open incidents  - Troubleshoot/qualify incidents before escalating into Tier-II  - Record and document all issues related to the customers  - The creation of documented solutions for both internal and external support web-pages  - Strong working and theoretical understanding of the OSI Layer model  - Strong TCP/IP Networking skills  - Understanding of a wide variety of protocols, including SNMP, SMPT, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.  - Ability to work with SQL database via CLI  - Ability to read and understand command-line scripts.  - Proficiency in use of Linux operating systems.  - Understanding of and/or experience with SIEM technologies.  - Understanding of device hardware  - Familiarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)  - Familiarity with cooperate network infrastructures  - Experience with one or more of Operating Systems (Linux, UNIX, Mac OS and Windows)  - A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required.  - Industry or professional organization certifications in computing fields are not required but highly desirable (MCSE, Network +, Security +, etc.)  - At least two years of full time experience in customer care/customer support.  - Advanced writing and verbal communication skills  - Ability to multi-task and prioritize job requirements  - Strong personal organization skills  - Bachelor’s degree preferred, but not required PLEASE NOTE THAT WE ARE NOT ABLE TO WORK WITH CANDIDATES ON H1B VISAS OR CANDIDATES REPRESENTED BY THIRD PARTIES.