Randstad Bilingual Technical Support Analyst in Plano, Texas
Bilingual Technical Support Analyst
Wednesday, October 12, 2016
The Tier II/Product Specialist Support Engineer s main responsibility is to provide technical support to internal and external customers, provide overall escalation management and technical solutions, as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Tier II/Product Specialist Engineers are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise.
Fluent in Portuguese (speak, read, write),Spanish is a plus
2-3 years previous experience in a support environment
Strong, proven, customer service soft skills
Ability to multi-task, prioritize job requirements, and meet deadlines
Strong personal organization skills
Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.
Strong documentation skills
Strong troubleshooting/systematic fault isolation skills
Ability to maintain poise and professionalism under pressure
Ability to provide technical training to groups of students
Preferred Product Specific Requirements:
Strong working and theoretical understanding of the OSI Layer model.
Strong TCP/IP Networking skills
Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs.
Ability to work with SQL database via CLI
Ability to read and understand scripts to locate where issues are occurring.
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)
Knowledge of TCP/IP and LAN technologies
Understanding of Windows Operating system
Understanding of Linux Operation systems
Working knowledge of Active Directory
Working knowledge of server and PC Hardware and boot process
Working knowledge of basic encryption theory
Strong log analysis skills
Ability to work with SQL databases
Ability to understand certificate path and the location of the certificates
Understanding of IIS
Understanding of how iOS and Android devices function
Reading Windows event logs and Windows IIS logs
Basic Exchange knowledge (including console and Exchange management shell)
Understand Exchange roles and functionality of each role
Working knowledge with Exchange agents