Bilingual Technical Support Engineer

Job Description

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

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.