207534 / Bilingual Technical Support Engineer

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) PLEASE NOTE THAT WE ARE UNABLE TO WORK WITH CANDIDATES THAT HAVE H1B VISA OR REPRESENTED BY THIRD PARTIES. - Supporting customer base through a variety of mediums - 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 used by our customers and must fully document problem resolution in the McAfee 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 - This position requires fluent writing and speaking skills in Spanish. Portuguese in addition to Spanish 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, 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