Technical Support Analyst

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)

Technical Support Analyst

On behalf of our client, Procom Services is searching for a Technical Support Analyst for a contract opportunity in Plano, TX.

Technical Support Analyst Job Details

Responsible for supporting 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) 

Technical Support Analyst Mandatory Skills

• Familiarity with 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. 

• McAfee/Intel Security product knowledge is a plus

Technical Support Analyst Start Date

ASAP

Technical Support Analyst Assignment Length

5 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.