Progent is looking for a Senior Online Service Engineer to work with a variety of small and midsize business clients to support IT networks offsite, using state-of-the-art tools including automated monitoring and virtual office connections.

Why Consultants Are Teaming with Progent
Progent is a progressive network consulting and information technology outsourcing firm headquartered in San Jose, California, in the heart of Silicon Valley. Effective models for client marketing, support delivery, virtual office infrastructure, and employee benefits have allowed Progent to become among the most rapidly growing and most successful Microsoft Gold Partners in America. Our shared support information base and collaborative style of problem solving has helped Progent to build up a strong staff and a satisfied international client base.

If you are an engineer with remote technical support expertise, joining Progent or working for Progent's customers will expand your skills through cooperation with Progent's staff of collaborative, high-output engineers. Progent's focus on providing IT expertise and technical help to small and mid-size companies will give you the opportunity to work personally with top executives and add significantly to the growth of dynamic businesses. 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 problems.

Position Title

Senior Remote Service Engineer

Job Code


Work Location

Home-based, virtual office infrastructure.

Main Activities

Assist a variety of small and midsize business clients to maintain IT networks online, utilizing advanced tools including rules-based diagnostics and virtual office connections. Cooperate closely via telephony with client's IS group to provide complete IT outsourcing. Crucial areas of expertise include Exchange-based email, Active Directory, protection, server monitoring, and network infrastructure. The Sr. Remote Service Engineer will troubleshoot software problems including PC program compatibility issues, server problems, data access issues, and Internet connection issues, without physical access, as long as the client infrastructure allows.


Managed by:
Director of Customer Services

Cooperates Closely with:
Customer Services, Market Development Managers and various consultants

External Relationships:
Clients, technology resources, and vendors


Service and repair Microsoft Windows powered IT networks. Work online to identify and resolve both urgent and lingering problems concerned with availability, protection, performance, connectivity, and general functionality. Excellent empathy and telephony-based people skills.

Install and configure Microsoft Windows-powered .NET hosts. Set up and integrate Windows 10, Windows 8.1 and earlier workstation environments. Setup and analyze various IT services and applications.

Design and deploy information technology infrastructures and protection strategies to align with customer's business plans.

Service and manage Outlook clients with back-end Exchange host, Office applications, telecom, and broadband Internet access.

Design and perform upgrades to Windows 10 and Microsoft Windows Server, and Windows Exchange 2016.

Optimize system uptime and performance through non-stop configuration, efficient system architecture, and proactive network monitoring.

Create on-going documentation of the system as it changes.

Spec out and procure updated server and communications hardware and/or software to promote customer's business growth and to support new applications.


Minimum Work Experience
Seven years background in workstation and server management new software installation, hardware configuration, problem isolation and repair.

Proven technical troubleshooting and analysis capability, knowledge to implement quick workarounds to integration issues.

Background in professional program help Windows products.

Background in a variety of customer environments.

Experience with remote server monitoring utilities and offsite repair methodologies.

Demonstrated talent to operate efficiently in a virtual office infrastructure, providing reliable follow-up and using offsite connectivity and wireless connectivity technology.

Strong verbal and written communication ability.

Effectiveness when operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates independently and demonstrates pronounced characteristics of ownership and motivation.

Microsoft Certified Systems Engineer.

Cisco Systems Accreditation (CCDA, CCIE or similar).

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


If you would like to apply for this job, you should e-mail your qualifications to Be sure to specify the job number of the opening that interests you.

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