Progent is looking for an experienced Online Service Specialist to help a variety of small and midsize company customers to maintain information systems offsite, utilizing state-of-the-art technology such as automated monitoring and virtual office connections.

Why Consultants Are Working with Progent
Progent is an innovative network consulting and information technology outsourcing firm based in San Jose, California, in the heart of Silicon Valley. Unique models for client acquisition, service delivery, network environment, and employee benefits have allowed Progent to become among the fastest growing and most respected Microsoft Gold Partners in the U.S. Our shared support database and collaborative style of problem solving has allowed Progent to retain a strong staff and a satisfied worldwide client base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's customers will improve your skills through cooperation with Progent's team of collaborative, high-productivity engineers. Progent's focus on providing IT consulting and technical support to small businesses will give you the opportunity to work closely with top executives and contribute measurably to the success of exciting companies. In addition, Progent's virtual office network offers advanced technology for remote support and mobile communications to enable you to implement fast solutions when you help with mission-critical tasks.


Job Title

Senior Remote Support Engineer

Job Code

P018

Work Location

Home-based, virtual office infrastructure.

Essential Functions

Help a variety of small business customers to support IT systems remotely, using advanced technology such as rules-based diagnostics and virtual office connections. Work extensively via phone with customer's IT group to provide comprehensive IT outsourcing. Key areas of expertise include Microsoft Exchange, Active Directory, security, network monitoring, and system infrastructure. The Sr. Remote Support Specialist will troubleshoot application problems including desktop program integration issues, server trouble, data service problems, and connectivity issues, without onsite presence, as long as the client infrastructure permits.

Relationships

Reports to:
Director of Client Support

Interacts Closely with:
Customer Support, Market Development Engineers and other engineers

Outside Associations:
Customers, technical resources, and vendors


Responsibilities

Service and repair Microsoft Windows 2K, 2003, and Windows 7 based information networks. Work remotely to diagnose and resolve both urgent and lingering problems related to uptime, security, performance, access, and general efficiency. Excellent sensitivity and telephony-based communications skills.

Set up and configure Microsoft Windows-powered program servers and .NET hosts. Configure and integrate Microsoft Windows 7, Windows Vista and Microsoft Windows XP desktop environments. Install and analyze a variety of information services and programs.

Design and build information technology infrastructures and protection strategies to align with client's corporate plans.

Support and administer Outlook clients with backoffice Microsoft Exchange host, Microsoft Office applications, telephony, and broadband Internet connections.

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

Optimize network uptime and performance by means of zero-downtime design, smart network architecture, and proactive server monitoring.

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

Specify and order updated server and communications hardware and/or software to support client's business growth and to support new applications.


Qualifications/
Schooling

Minimum Professional Experience
7 years experience in workstation and server management new program installation, hardware configuration, problem isolation and repair).

Strong network troubleshooting and analysis capability, ability to implement quick resolutions to integration problems.

Experience in professional program help (Windows family products).

Experience in a range of customer environments.

Experience with remote server monitoring tools and offsite repair methodologies.

Demonstrated talent to work effectively in a virtual office infrastructure, delivering consistent follow-through and using remote connectivity and wireless access technology.

Strong verbal and written communication skills.

Effectiveness when working in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows strong sense of ownership and motivation.

Education
Microsoft Certified Systems Engineer.

Cisco certification (CCIE, CCNA, CCDA or equivalent).

2-year degree in computer science, or equivalent field work.


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If you want to look further into this position, you should e-mail your resume to job-p018@progent.com. Please specify the job code of the position that you are applying for.

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