Technical Support Engineer

Technical Support EngineerProcom 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 DescriptionProvide both reactive and proactive assistance to all external customers. Troubleshoot and resolution of open incidents. Troubleshoot/qualify incidents before escalating into Tier-II. Liaise with Tier-II, to facilitate feedback. Record and document all issues related to the customers. The creation of documented solutions for both internal and external support web-pages.QualificationsFamiliarity with corporate network infrastructures. Experience with one or more of Operating Systems (Windows, UNIX, and Mac OS). A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required. Basic Administration/Maintenance of Microsoft SQL Server. 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. Bachelors degree preferred, but not required. McAfee's product knowledge is a plus.