Progent has openings for an experienced Remote Service Specialist to assist a variety of small and midsize business clients to support IT systems offsite, using advanced tools including rules-based diagnostics and virtual office connections.

Why Consultants Are Joining Progent
Progent is a progressive computer support and IT outsourcing firm based in San Jose, CA, in the middle of Silicon Valley. Effective models for client acquisition, support delivery, network infrastructure, and employee compensation have enabled Progent to become one of the fastest growing and most respected Microsoft Gold Partners in the United States.. Our extensive support database and collaborative approach to problem resolution has allowed 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 supporting Progent's clients will improve your skills through cooperation with Progent's staff of collaborative, high-productivity engineers. Progent's focus on offering computer expertise and technical support to small and mid-size companies will be your opportunity to work closely with decision makers and contribute measurably to the growth of exciting companies. Also, Progent's virtual office infrastructure provides advanced technology for remote support and wireless connectivity to enable you to deliver quick solutions when you take on mission-critical tasks.


Position Title
Expert Remote Support Engineer

Job Number
P018

Work Location
Home-based, virtual office infrastructure.

Main Activities
Help a variety of small company clients to support IT systems remotely, utilizing state-of-the-art tools including automated monitoring and virtual office connections. Work closely via phone with client's IS group to provide comprehensive IT outsourcing. Vital fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, server monitoring, and network architecture. The Expert Online Service Engineer will troubleshoot application problems such as PC application compatibility issues, server problems, data service problems, and Internet connection problems, without onsite presence, as long as the customer infrastructure permits.

Associations
Reports to:
Director of Client Services

Interacts Extensively with:
Client Support, Business Development Managers and various consultants

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

Responsibilities
Support and repair Microsoft Windows 2K, 2003, and Vista based information networks. Operate remotely to diagnose and repair both urgent and chronic problems concerned with uptime, protection, performance, connectivity, and general efficiency. Excellent sensitivity and phone-based people skills.

Set up and configure Windows-powered program servers and .NET servers. Set up and deploy Windows 2000/2003 and Windows XP desktop systems. Install and evaluate various IT services and programs.

Design and build IT architectures and security strategies to support customer's business plans.

Service and administer Outlook with back-end Microsoft Exchange host, Microsoft Office applications, phone communications, and fast Internet access.

Plan and implement upgrades to Windows XP and Windows Server, Active Directory, and Microsoft Windows Exchange Server.

Optimize system uptime and throughput through fault-tolerant configuration, smart system infrastructure, and proactive network monitoring.

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

Spec out and procure new server and communications equipment and/or software to support customer's business success and to support new programs.

Experience/
Education
Required Professional Background
Seven years background in desktop and server administration new program installation, machine setup, problem identification and resolution).

Proven technical repair and diagnostic capability, ability to deploy quick resolutions to technical issues.

Experience in business software help (Microsoft Background in a range of customer infrastructures.

Experience with remote server monitoring tools and offsite repair techniques.

Demonstrated talent to work efficiently in a virtual office infrastructure, providing consistent follow-through and utilizing offsite access and mobile access technology.

Excellent verbal and written communication ability.

Accustomed to working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong characteristics of ownership and initiative.

Education
Microsoft MCSE.

Cisco Systems certification (CCDA, CCIE or similar).

2-year degree in information science, or equivalent work background.


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If you wish to look further into this position, please send your resume to job-p018@progent.com. Please include the job number of the position that you are considering.

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