French/ English BiLingual Support Engineer (New)

Founded in 2001, our client is a global provider of high-value, cost-effective, security information and event management (SIEM) and log management products.

Job Description:

French/English Bilingual Support Engineer

Our client is seeking qualified French/English bilingual individuals for their Support Services division in their Canadian or Belfast, Northern Ireland offices. This position involves working with their customers and some of the world’s top network and security experts who use their product lines. Candidates need to be able to assist with advanced hardware, operating system, tuning, scalability/performance, network integration issues and security incident analysis. Their Tier 3 support group is involved in all aspects of customer interactions from pre-sales deployment design to upgrading and support of existing customers. Since their product line is the center for all Network and Device logging, they require individuals who wish to be challenged technically by being able to adapt to integrating with all major networking brand names.

Responsibilities:

Provide day to day support services for their growing list of customers.
Focused support on French speaking customer base for Quebec and France.
Escalation of tickets to Director of Support Services
Attend weekly calls with target customer accounts to review open support issues.
Provide ticket data and analysis for trend reporting to Director of Support Services
Technical Engineering support, as part of their Technical Assistance Center, in order to resolve customer issues by; performing issue diagnostics, performance optimization, security incident analysis, solution/partner recommendation and product knowledge transfer
Communicate with customers on an ongoing basis to identify problems, communicate progress and resolution while maintaining a high sense of urgency and timely escalations
Work with Customer Account Team's to ensure total customer satisfaction by representing their customers needs and requirements to product management and engineering

Requirements:

Linux/Unix experience with in depth knowledge of the OS in relation to Enterprise networks and/or security. Perl or Shell scripting would be an asset. Minimum 3 years experience as an Administrator
Spoken and written French language. This position is supporting French speaking clients but working with a primarily English speaking support/development group.
Previous experience in customer facing support role is required. Preferably in a support role with a minimum of 5 years experience.
Passion for customer care and customer satisfaction
Strong communication skills
Must be able to work in a high-volume, fast-paced, goal-oriented environment
This is a full-time position requiring 40 hours of work per week and requires shift work from late morning until early evening. Participation to on-call rotation will be required
Fundamental network troubleshooting skills with hands on experience with routers, switches, firewalls, proxy servers, Intrusion detection systems and/or vulnerability scanners
Troubleshooting of Java based applications deployed in production environments

If you are interested in this exceptional role, contact John Fuller at 02890 325 325 or email your CV to; j.fuller@brightwaterni.com

Acting as an Employment Agency on behalf of our client