Progent is looking for an experienced Online Support Engineer to assist a variety of small and midsize business customers to support information networks offsite, utilizing the latest tools such as automated monitoring and virtual office connections.

Why Consultants Are Working with Progent
Progent is an innovative computer support and information technology outsourcing firm based in San Jose, CA, in the center of Silicon Valley. Effective models for client acquisition, support delivery, network environment, and employee compensation have allowed Progent to become among the most rapidly growing and most respected Microsoft Gold Partners in the United States.. Our extensive support information base and collaborative style of problem solving has helped Progent to build up a strong staff and a satisfied international customer base.

If you are an engineer with remote technical support expertise, teaming with Progent or supporting Progent's clients will expand your skills through cooperation with Progent's team of collaborative, high-output consultants. Progent's focus on providing computer consulting and technical support to small and mid-size companies will give you the opportunity to operate personally with decision makers and add measurably to the growth of exciting businesses. Also, Progent's virtual office network offers advanced technology for remote support and mobile communications to enable you to deliver quick solutions when you help with mission-critical tasks.


Job Title
Senior Online Support Engineer

Job Number
P018

Location
Work from home, virtual office environment.

Main Activities
Help a range of small and midsize company clients to maintain IT networks online, utilizing state-of-the-art tools such as automated monitoring and remote management cards. Cooperate extensively via telephony with customer's IT staff to provide complete outsourced services. Key areas of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and network architecture. The Expert Online Service Specialist will resolve application problems including desktop program integration issues, server problems, data access issues, and connectivity problems, without physical access, if the customer infrastructure allows.

Relationships
Managed by:
Director of Customer Services

Works Extensively with:
Client Support, Market Development Managers and various engineers

External Associations:
Customers, technical resources, and vendors

Duties
Support and troubleshoot Microsoft Windows 2000/2003 powered information networks. Work online to identify and resolve both emergency and lingering problems related to uptime, security, performance, access, and general functionality. Well-developed empathy and telephony-based people skills.

Set up and integrate Windows-based application servers and .NET hosts. Configure and integrate Windows 2000/2003 and Microsoft Windows XP desktop environments. Install and evaluate various information services and programs.

Plan and build information technology infrastructures and security strategies to support customer's business goals.

Support and administer Microsoft Outlook with backoffice Microsoft Exchange server, Microsoft Office applications, telecom, and fast Internet connections.

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

Optimize system availability and throughput through non-stop design, smart system architecture, and automated server monitoring.

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

Specify and order updated server and network equipment and/or software in order to promote client's business growth and to support additional programs.

Qualifications/
Schooling
Required Professional Background
Seven years background in workstation and server management new program installation, hardware setup, problem isolation and repair).

Proven network repair and diagnostic capability, ability to implement quick resolutions to technical problems.

Experience in business software help (Windows family products).

Experience in a range of client infrastructures.

Experience with remote network monitoring utilities and remote troubleshooting methodologies.

Proven ability to work efficiently in a virtual office environment, delivering reliable follow-through and utilizing offsite connectivity and mobile connectivity technology.

Excellent verbal and written communication ability.

Effectiveness when operating in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows strong sense of ownership and motivation.

Schooling
Microsoft Certified Systems Engineer.

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

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


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If you would like to be considered for this job, you should send your qualifications to job-p018@progent.com. Be sure to specify the job number of the position that you are considering.

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