Progent has openings for a Senior Online Support Engineer to help a range of small and midsize company clients to maintain IT networks offsite, using the latest technology such as rules-based diagnostics and remote management cards.

Advantages of Working with Progent
Progent is a progressive computer support and information technology outsourcing company based in San Jose, CA, in the middle of Silicon Valley. Unique models for customer acquisition, support delivery, network infrastructure, and employee compensation have enabled Progent to become among the fastest growing and most respected Microsoft Gold Partners in the United States.. Our shared technical information base and team style of problem resolution has allowed Progent to build up a strong staff and a satisfied worldwide client base.

If you are an engineer with remote technical support expertise, teaming with Progent or working for Progent's clients will improve your skills through cooperation with Progent's staff of collaborative, high-output consultants. Progent's focus on offering IT expertise and technical help to small companies will be your chance to work closely with decision makers and add significantly to the growth of dynamic companies. In addition, Progent's virtual office network provides advanced tools for remote support and mobile connectivity to enable you to implement fast solutions when you help with business-critical tasks.


Position Title
Sr. Online Support Engineer

Job Code
P018

Work Location
Home-based, virtual office environment.

Essential Functions
Assist a variety of small and midsize company clients to support IT networks remotely, using advanced tools including automated monitoring and virtual office connections. Work extensively via telephony with customer's IS group to provide complete IT outsourcing. Crucial fields of expertise include Microsoft Exchange, Active Directory, protection, server monitoring, and network architecture. The Senior Online Service Engineer will resolve application problems such as desktop program integration issues, server trouble, data access problems, and connectivity issues, without onsite access, as long as the client infrastructure permits.

Relationships
Managed by:
Manager of Client Support

Works Extensively with:
Customer Support, Market Development Managers and various engineers

Outside Associations:
Customers, technology resources, and vendors

Duties
Support and troubleshoot Windows 2K, 2003, and Vista based information systems. Operate remotely to identify and resolve both urgent and lingering issues concerned with uptime, protection, throughput, connectivity, and general efficiency. Well-developed sensitivity and telephony-based communications skills.

Install and integrate Microsoft Windows-based program servers and Microsoft .NET servers. Configure and deploy Windows 2K, 2003, Vista and Windows XP desktop environments. Setup and evaluate various IT services and applications.

Design and deploy IT infrastructures and protection approaches to support customer's business goals.

Support and administer Microsoft Outlook with back-end Exchange host, Office applications, telecom, and high-speed Internet connections.

Design and perform upgrades to Windows XP and Windows Server, Active Directory, and Microsoft Windows Exchange 2003.

Optimize network availability and performance by means of fault-tolerant design, efficient system infrastructure, and automated network monitoring.

Produce on-going documentation of the system as it evolves.

Spec out and order updated server and network hardware and/or software to promote client's business growth and to support new applications.

Experience/
Schooling
Minimum Work Experience
7 years background in desktop and server management new software integration, hardware configuration, problem identification and resolution).

Strong network repair and diagnostic skills, ability to implement quick resolutions to technical problems.

Experience in business software support (Windows Background in a variety of customer environments.

Experience with remote network monitoring tools and remote troubleshooting techniques.

Proven talent to operate efficiently in a virtual office infrastructure, providing consistent follow-through and utilizing offsite connectivity and wireless connectivity technology.

Excellent verbal and written communication ability.

Effectiveness when operating in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows pronounced characteristics of ownership and motivation.

Schooling
Microsoft Certified Systems Engineer.

Cisco Systems certification (CCDA, CCNA, CCDP, CCIP, CCNP, CCSP or CCIE).

Two-year degree in computer technology, or equivalent work background.


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If you would like to pursue this position, you should e-mail your resume to job-p018@progent.com. Please include the job number of the position that you are applying for.

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