Progent is looking for a Senior Remote Support Specialist to help a variety of small and midsize business customers to maintain information systems remotely, utilizing state-of-the-art tools including automated monitoring and virtual office connections.

Why Consultants Are Teaming with Progent
Progent is an innovative computer consulting and IT outsourcing company headquartered in San Jose, CA, in the middle of Silicon Valley. Unique models for customer acquisition, support delivery, network infrastructure, and employee benefits have enabled Progent to be among the fastest growing and most respected Microsoft Gold Partners in the U.S.. Our shared support database and team approach to problem solving has allowed Progent to retain a strong staff and a satisfied worldwide client base.

If you are an engineer with remote technical support expertise, joining Progent or working for Progent's customers will improve your technical abilities through cooperation with Progent's team of collaborative, high-productivity consultants. Progent's focus on providing IT consulting and technical support to small and mid-size companies will give you the opportunity to work closely with decision makers and add measurably to the growth of dynamic businesses. Also, Progent's virtual office infrastructure offers advanced tools for remote support and mobile connectivity to enable you to deliver quick solutions when you take on business-critical problems.


Job Title
Sr. Remote Service Specialist

Job Code
P018

Location
Home-based, virtual office environment.

Primary Activities
Work with a range of small and midsize company customers to maintain IT systems online, using state-of-the-art technology such as rules-based diagnostics and remote management cards. Cooperate closely via phone with client's IT group to offer comprehensive IT outsourcing. Vital areas of expertise include Microsoft Exchange, Active Directory, security, server monitoring, and system architecture. The Expert Remote Support Engineer will resolve software problems such as desktop program integration issues, server problems, data access problems, and Internet connection issues, without physical presence, if the customer infrastructure allows.

Relationships
Managed by:
Manager of Customer Services

Cooperates Closely with:
Customer Services, Market Development Engineers and various engineers

Outside Associations:
Clients, technology resources, and manufacturers/publishers

Duties
Support and repair Windows 2K, 2003, and Vista powered IT networks. Work online to identify and repair both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality. Excellent sensitivity and telephony-based communications skills.

Install and configure Windows-powered program servers and Microsoft .NET servers. Set up and integrate Windows 2K, 2003, Vista and Microsoft Windows XP workstation environments. Setup and analyze a variety of IT services and applications.

Design and deploy information technology infrastructures and security approaches to align with customer's corporate goals.

Support and manage Outlook clients with back-end Microsoft Exchange server, Microsoft Office applications, telephony, and high-speed Internet connections.

Plan and perform migrations to Windows XP and Microsoft Windows Server, Active Directory, and Windows Exchange 2003.

Maximize system uptime and performance by means of non-stop configuration, smart network infrastructure, and automated server monitoring.

Create updated records of the environment as it changes.

Specify and procure new server and network hardware and/or software in order to promote customer's business growth and to host new programs.

Qualifications/
Schooling
Minimum Work Background
7 years experience in desktop and server management new software integration, hardware setup, problem isolation and resolution).

Strong technical repair and diagnostic capability, ability to deploy fast workarounds to integration problems.

Background in business program support (Windows products in a range of customer infrastructures.

Experience with remote network monitoring utilities and offsite repair techniques.

Proven ability to work effectively in a virtual office infrastructure, providing reliable follow-up and using offsite access and wireless access technology.

Excellent verbal and written communication skills.

Effectiveness when operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows pronounced sense of ownership and motivation.

Education/Certification
Microsoft MCSE.

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

Two-year degree in information technology, or equivalent experience.


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If you wish to pursue this position, please e-mail your qualifications to job-p018@progent.com. Be sure to specify the job code of the opportunity that you are considering.

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