Portuguese Support Analyst Jobs (NOW HIRING)

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 (Portuguese/English)

On behalf of our client, Procom Services is searching for a Bilingual Technical Support Analyst (Portuguese/English) for a contract opportunity in Plano, TX.

Bilingual Technical Support Analyst (Portuguese/English) Job Details

Responsible for Supporting our clients Security 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 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

Bilingual Technical Support Analyst (Portuguese/English) Mandatory Skills

Fluent writing and speaking skills in Portuguese-Brazilian Required. 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 Analyst (Portuguese/English) Start Date

ASAP

Bilingual Technical Support Analyst (Portuguese/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.