Bilingual Technical Support Analyst (Portuguese/English)

On behalf of our client, Procom Services is searching for a Bilingual Technical Support Analyst (Portuguese/English) for a contract opportunity in Plano, TX.

Responsible for Supporting our clients Security customer base through a variety of mediums:

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 used by our customers and must fully document problem resolution in the McAfee call tracking system

Record and document all issues related to customers both internal and external

Log all testing, troubleshooting and research done in process of resolution

Creation of product troubleshooting guides to assist support teams

Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats

Bilingual Technical Support Analyst (Portuguese/English) Mandatory Skills

• Fluent writing and speaking skills in Portuguese-Brazilian Required. 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)

• Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, ete

• 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 communicate at multiple levels with customers (i.e. technical / management)

• Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable

Bilingual Technical Support Analyst (Portuguese/English) Assignment Length