213019 Technical Support Analyst

Company Description

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)

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) 

Qualifications

• 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

Additional Information