Technical Support Analyst at Procom Services | Plano

Procom ServicesPlano

On-site Full-time

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Experience Level

Entry Level

Qualifications

Requirements:Basic understanding of corporate network infrastructures. Experience with at least one operating system (Linux, UNIX, Mac OS, Windows). Solid knowledge of networking, including installation, troubleshooting, upgrading, integration, protocols, and client/server operations. Certifications in computing fields (e.g., MCSE, Network+, Security+) are highly desirable. Minimum of two years of full-time experience in customer support. Excellent writing and verbal communication skills. Ability to juggle multiple tasks and prioritize effectively. Strong organizational skills. Bachelor’s degree is preferred but not required.

About the job

As a Technical Support Analyst, you will play a crucial role in ensuring our licensed customer base receives exceptional support through diverse channels.

Key Responsibilities:

Deliver both reactive and proactive support to external customers.
Diagnose and resolve open incidents efficiently.
Assess and qualify issues prior to escalation to Tier-II support.
Document all customer issues accurately and maintain detailed records.
Develop documented solutions for internal and external support resources.
Demonstrate a thorough understanding of the OSI Layer model.
Exhibit strong TCP/IP networking skills.
Familiarity with various protocols, including SNMP, SMTP, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS.
Work with SQL databases via command line interface.
Read and comprehend command-line scripts effectively.
Utilize Linux operating systems proficiently.
Understand and/or have experience with SIEM technologies.
Have a grasp of device hardware.
Be familiar with common auditing compliance standards, such as PCI, SOX, and HIPAA.

About Procom Services

Procom is a premier provider of professional IT services and staffing solutions, serving businesses and government agencies across Canada. Recognized by the Branham Group as the 3rd largest professional services firm in Canada, Procom stands as the largest Canadian-owned IT staffing and consulting company. Areas of Expertise:Application DevelopmentProject ManagementQuality AssuranceBusiness/Systems AnalysisData Warehouse & Business IntelligenceInfrastructure & Network ServicesRisk Management & ComplianceBusiness Continuity & Disaster RecoverySecurity & Privacy

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