Progent has openings for an experienced Remote Service Engineer to help a range of small and midsize business customers to support information networks offsite, using state-of-the-art tools including automated monitoring and remote management cards.

Why Consultants Are Teaming with Progent
Progent is a progressive network support and IT outsourcing firm based in San Jose, CA, in the heart of Silicon Valley. Unique models for customer marketing, service delivery, network infrastructure, and employee compensation have enabled Progent to become among the most rapidly growing and most respected Microsoft Gold Partners in America. Our extensive support database and team approach to problem resolution has allowed Progent to retain a talented staff and a satisfied international client base.

If you are an engineer with remote technical support expertise, teaming with Progent or supporting Progent's clients will improve your skills through cooperation with Progent's team of mutually supportive, high-output engineers. Progent's concentration on offering IT expertise and technical support to small companies will be your opportunity to operate closely with decision makers and contribute measurably to the growth of exciting businesses. Also, Progent's virtual office infrastructure provides advanced technology for remote support and mobile connectivity to help you to deliver quick solutions when you help with business-critical problems.


Job Title
Expert Remote Support Engineer

Job Number
P018

Work Location
Work from home, virtual office infrastructure.

Main Functions
Help a range of small and midsize business customers to support IT networks remotely, using state-of-the-art tools including rules-based diagnostics and remote management cards. Cooperate closely via telephony with customer's IS group to offer complete outsourced services. Key areas of in-depth knowledge include Exchange and Outlook, Active Directory, security, network monitoring, and network infrastructure. The Expert Remote Service Specialist will troubleshoot software problems including PC program compatibility issues, server problems, data service issues, and connectivity problems, without physical presence, as long as the client environment permits.

Relationships
Managed by:
Director of Client Support

Interacts Extensively with:
Client Services, Market Development Engineers and various consultants

External Relationships:
Clients, technology resources, and vendors

Duties
Support and repair Microsoft Windows 2000/2003 powered IT networks. Work online to identify and repair both emergency and chronic problems concerned with uptime, protection, performance, access, and overall functionality. Well-developed empathy and telephony-based communications skills.

Set up and integrate Windows-based program servers and .NET servers. Configure and integrate Windows 2000/2003 and Windows XP workstation environments. Setup and evaluate a variety of information services and applications.

Plan and build information technology architectures and security approaches to align with client's business plans.

Service and administer Outlook clients with back-end Microsoft Exchange server, Microsoft Office suite, phone communications, and fast Internet access.

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

Optimize system uptime and throughput through non-stop configuration, efficient network infrastructure, and automated network monitoring.

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

Specify and procure new server and communications hardware and/or software in order to support customer's business success and to support additional programs.

Qualifications/
Schooling
Minimum Professional Background
Seven years background in desktop and server administration new program installation, hardware setup, problem identification and resolution).

Strong technical troubleshooting and diagnostic skills, knowledge to implement quick resolutions to integration issues.

Background in professional program help (Windows family products).

Experience in a range of client infrastructures.

Familiarity with offsite network monitoring utilities and offsite repair methodologies.

Demonstrated ability to operate efficiently in a virtual office environment, providing consistent follow-up and using offsite access and mobile access tools.

Strong verbal and written communication skills.

Accustomed to operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates pronounced characteristics of ownership and motivation.

Schooling
Microsoft MCSE.

Cisco Accreditation (CCDA, CCIE or similar).

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


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If you want to apply for this position, you should e-mail your qualifications to job-p018@progent.com. Please specify the job code of the position that you are asking about.

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