Progent has openings for an experienced Remote Support Specialist to help a range of small company customers to maintain IT networks offsite, utilizing advanced technology such as automated monitoring and remote management cards.

Why Consultants Are Teaming with Progent
Progent is a progressive network consulting and information technology outsourcing firm based in San Jose, CA, in the middle of Silicon Valley. Unique models for customer marketing, support delivery, virtual office environment, and employee compensation have enabled Progent to be one of the most rapidly growing and most respected Microsoft Gold Partners in the United States. Our extensive support database and team approach to problem solving has helped Progent to retain a talented staff and a loyal worldwide customer base.

If you are an engineer with remote technical support expertise, joining Progent or working for Progent's customers will improve your skills through cooperation with Progent's team of collaborative, high-output consultants. Progent's focus on providing computer expertise and technical support to small and mid-size businesses will be your chance to operate closely with top executives and add measurably to the success of exciting companies. In addition, Progent's virtual office infrastructure offers advanced technology for remote access and wireless connectivity to help you to deliver quick solutions when you help with business-critical problems.

Job Title

Sr. Online Service Engineer

Job Code



Home-based, virtual office environment.

Primary Activities

Assist a range of small and midsize company clients to support IT systems online, utilizing advanced technology such as automated monitoring and virtual office connections. Work closely via phone with customer's IS group to offer comprehensive IT outsourcing. Key fields of expertise include Exchange-based email, Active Directory, protection, server monitoring, and system infrastructure. The Expert Online Support Engineer will troubleshoot software problems including desktop application compatibility issues, server problems, data access issues, and connectivity issues, without onsite presence, as long as the client environment allows.


Reports to:
Manager of Customer Support

Cooperates Extensively with:
Client Services, Market Development Managers and various engineers

Outside Associations:
Clients, technology resources, and vendors


Service and troubleshoot Microsoft Windows 2K, 2003, and Windows 7 based information systems. Work online to diagnose and repair both emergency and lingering issues concerned with availability, security, performance, access, and general functionality. Excellent sensitivity and phone-based people skills.

Install and configure Microsoft Windows-powered application servers and Microsoft .NET hosts. Set up and deploy Windows 7, Microsoft Windows Vista and Microsoft Windows XP desktop systems. Setup and analyze a variety of information services and applications.

Design and build IT infrastructures and security strategies to support client's corporate plans.

Support and administer Outlook clients with back-end Exchange host, Office suite, phone communications, and fast Internet access.

Plan and implement migrations to Windows XP and Windows Server, Active Directory, and Windows Exchange 2003.

Optimize network availability and performance by means of non-stop configuration, smart network infrastructure, and proactive network monitoring.

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

Specify and procure new server and network hardware and/or software to promote customer's business growth and to host new programs.


Minimum Work Background
Seven years background in desktop and server management new program installation, machine setup, problem identification and resolution).

Proven network repair and analysis skills, ability to deploy fast resolutions to technical issues.

Background in business software support (Microsoft family products).

Experience in a variety of customer infrastructures.

Familiarity with offsite network monitoring utilities and remote troubleshooting techniques.

Proven talent to operate efficiently in a virtual office infrastructure, delivering reliable follow-up and utilizing offsite access and wireless connectivity tools.

Excellent verbal and written communication skills.

Accustomed to working in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows strong sense of responsibility and initiative.

Microsoft MCSE.

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

2-year degree in information technology, or equivalent field work.


If you wish to apply for this job, please send your qualifications to Be sure to include the job code of the position that you are asking about.

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