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 • Provide 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 Qualifications • Familiarity with cooperate 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 Additional Information