213019 Technical Support Analyst

Job description

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. 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)