Senior IT Security Support Analyst - German, Portuguese, Italian, French or Spanish

  • Category
    Information Technology - Help Desk / Technical Support
  • Job type
    Direct Hire
  • Location
    Ottawa, Ontario

Adecco’s client located in Ottawa is searching for Bilingual Senior IT Security Support Analysts to join its growing team. IT Security Support Analysts will troubleshoot and resolve technically complex network security issues via phone and web. The ideal candidates are fluently bilingual in English and one of the other following languages: German, Portuguese, Italian, French or Spanish. They are technically-minded individuals with strong troubleshooting skills and is passionate about a career in cyber security. As the selected candidate you will be able to provide support to their German and/or Portuguese speaking customers resolve technically complex issues and be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels.

Our client is located just west of Ottawa, the nation’s capital, in the Kanata North Business Park. As one of Canada’s vibrant technology hubs, Kanata North has long been recognized as a hotbed of technology innovation. Kanata North is home to many major high-tech companies, large shopping areas, high density apartments, town homes and individual homes all surrounded by green space. The area has among the best schools in the city, a new recreation complex, hiking and biking trails, easy access to everything from downtown Ottawa to provincial parks and a reputation for safety.

This is a permanent, challenging opportunity that is offering a competitive starting salary plus annual performance bonuses and shift premiums. Hours will be full-time; flexibility to work anytime 24/7 would be ideal. Our client is offering health benefits, RRSP match, 3 weeks’ vacation, and excellent learning and growth opportunities!

Senior IT Security Support Analyst - German, Portuguese, Italian, French or Spanish Duties:

Provide Technical support to partners and customers on company's products and ensure resolution of technically complex network security issues through Phone/Web & emails in a 24x7x365 environment.
Setup test / simulation environments as necessary for replication of customer reported issues and provide documentation on setups
Work closely with the Support, Sales, R&D and PM teams and drive complex, high profile customer escalations to closure within the published SLAs and ensure the customers are delighted with the service and resolution
Collaborate with the R&D, Product Management, Operations, System Engineers/Sales and other cross functional teams and provide customer feedback to improve the product usability, supportability, quality and play a key role in enhancing the customer experience.
Participate in the NPI process and work with Engineering and the Product Marketing teams on the new technology introductions and remain technically competent with all the company's Firewall products and functionality, supportability and diagnostics capabilities to deliver the best possible customer experience
Ensure customer communication is handled and documented in a timely manner and work performed meets quality standards within acceptable time schedules
Support customers with a high degree of respect and drive operational excellence through proper escalation of software and hardware related issues
Ensure successful new technology introductions by continuously remaining knowledgeable on our client’s award-winning products
Provide feedback on the customer reported issues trends, usability and supportability aspects and come up with solutions to resolve/deflect these issues
Occasional travel to the customers deployment sites on a short notice is required

Senior IT Security Support Analyst - German, Portuguese, Italian, French or Spanish Minimum Requirements:

BS degree in Computer Science/Electrical Engineering; MS degree and/or Professional certifications from ISC2 (CISSP), Cisco (CCNP/CCIE), Microsoft, etc...preferred
5+ years of product support experience related to Network/Security products in large enterprise IP networks/Data Center
2+ years of customer facing Technical support experience in handling Internet security products like Stateful/Application firewalls and any of the technologies like IPSec VPN, Anti-Virus, IPS, SSL or Wireless network product
In-depth knowledge of the Network protocols: TCP/IP, SSL, DNS, DHCP, 802.11 wireless standards and working knowledge of layer 4-7 load balancing techniques, Virtualization, Unix (Free BSD/Linux) administration
Published and demonstrated passion for security assessment research; Security consulting experience is a plus
Experience in analyzing customer reported issues trends and creating action plan to resolve issues in a timely manner based on the priorities
Excellent communications skills, strong customer advocate, good organizational skills, self-driven with ability to multi-task on various projects and aptitude to learn new technologies
Flexible to work shift work anytime through a 24/7 schedule.
Fluently bilingual in English and one other of the following languages German, Portuguese, Italian, French or Spanish


  • Apply with Adecco

Reference number CA_EN_2_021956_28070

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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