Bilingual Technical Support Engineer at Procom Consultants

About The Role

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