Progent has openings for a Senior Online Service Specialist to assist a variety of small company customers to maintain information systems remotely, utilizing state-of-the-art technical tools such as rules-based diagnostics and virtual office connections.

Advantages of Joining Progent
Progent is a progressive network support and IT outsourcing company headquartered in San Jose, CA, in the center of Silicon Valley. Effective models for customer acquisition, service delivery, network environment, and employee compensation have enabled Progent to be among the most rapidly growing and most respected Microsoft Gold Partners in the United States.. Our extensive technical information base and collaborative approach to problem resolution has allowed Progent to retain a talented staff and a loyal worldwide client base.

If you are an engineer with remote technical support expertise, teaming with 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 concentration on offering computer consulting and technical support to small and mid-size businesses will be your chance to operate personally with decision makers and add measurably to the growth of exciting businesses. In addition, Progent's virtual office network offers state-of-the-art tools for remote support and wireless communications to enable you to implement quick solutions when you take on mission-critical tasks.


Job Title
Expert Remote Support Engineer

Job Code
P018

Work Location
Work from home, virtual office infrastructure.

Essential Functions
Assist a variety of small and midsize business clients to support IT systems online, utilizing advanced technology such as automated monitoring and virtual office connections. Cooperate closely via phone with client's IT group to provide complete IT outsourcing. Key fields of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and system infrastructure. The Expert Remote Service Specialist will troubleshoot application problems such as PC program compatibility issues, server trouble, data service issues, and Internet connection problems, without onsite presence, as long as the customer environment allows.

Relationships
Reports to:
Manager of Customer Services

Works Closely with:
Client Services, Market Development Engineers and other consultants

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

Responsibilities
Service and repair Windows 2000/2003 based information systems. Operate remotely to identify and repair both emergency and chronic problems related to uptime, protection, throughput, connectivity, and general efficiency. Well-developed sensitivity and telephony-based people skills.

Set up and integrate Windows-based application servers and Microsoft .NET servers. Set up and integrate Windows 2000/2003 and Windows XP workstation environments. Setup and evaluate various information services and programs.

Plan and deploy information technology architectures and security strategies to align with client's corporate plans.

Service and administer Outlook with back-end Exchange server, Office applications, telephony, and fast Internet access.

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

Maximize network uptime and throughput through non-stop configuration, smart system infrastructure, and proactive server monitoring.

Produce on-going records of the environment as it evolves.

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

Qualifications/
Schooling
Minimum Professional Background
Seven years experience in desktop and server administration new software installation, hardware setup, problem isolation and resolution).

Strong network repair and diagnostic capability, knowledge to implement fast resolutions to integration issues.

Experience in business program support (Microsoft family products).

Experience in a variety of customer environments.

Familiarity with remote server monitoring utilities and offsite repair methodologies.

Demonstrated ability to operate efficiently in a virtual office environment, providing reliable follow-up and using offsite access and wireless access technology.

Excellent verbal and written communication ability.

Effectiveness when operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong sense of ownership and motivation.

Education/Certification
Microsoft MCSE.

Cisco Systems certification (CCDA, CCIE or similar).

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


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If you want to be considered for this job, please e-mail your qualifications to job-p018@progent.com. Please specify the job number of the opening that you are applying for.

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