Progent has openings for an experienced Online Support Specialist to assist a range of small and midsize company customers to maintain IT networks remotely, utilizing advanced technology such as automated monitoring and virtual office connections.

Advantages of Working with Progent
Progent is a progressive network support and IT outsourcing firm headquartered in San Jose, California, in the center of Silicon Valley. Effective models for client acquisition, support delivery, virtual office 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 database and team approach to problem resolution has helped Progent to build up a strong staff and a loyal international client 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 staff of collaborative, high-productivity consultants. Progent's concentration on providing IT consulting and network help to small businesses will be your opportunity to operate personally with top executives and contribute significantly to the growth of dynamic companies. Also, Progent's virtual office network provides advanced tools for remote access and mobile communications to help you to deliver fast solutions when you help with business-critical problems.


Job Title

Senior Remote Support Specialist

Job Code

P018

Location

Work from home, virtual office infrastructure.

Main Activities

Help a variety of small business clients to maintain information systems online, utilizing state-of-the-art tools including automated monitoring and remote management cards. Work closely via phone with client's IS group to provide comprehensive outsourced services. Vital fields of in-depth knowledge include Exchange and Outlook, Active Directory, security, network monitoring, and network architecture. The Senior Remote Support Specialist will resolve application problems such as desktop program integration issues, server problems, data service issues, and connectivity problems, without physical access, as long as the client environment allows.

Relationships

Reports to:
Manager of Customer Services

Interacts Closely with:
Client Services, Business Development Managers and various engineers

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


Responsibilities

Support and repair Microsoft Windows 2K, 2003, and Windows 7 powered information networks. Operate remotely to diagnose and resolve both urgent and lingering problems related to uptime, protection, performance, connectivity, and overall efficiency. Well-developed empathy and phone-based communications skills.

Install and configure Windows-powered program servers and .NET hosts. Set up and deploy Windows 7, Microsoft Windows Vista and Windows XP desktop systems. Setup and evaluate various information services and applications.

Design and deploy IT architectures and security approaches to align with customer's business plans.

Support and administer Microsoft Outlook with back-end Exchange server, Office applications, telephony, and fast Internet connections.

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

Optimize system uptime and performance by means of fault-tolerant configuration, smart network infrastructure, and proactive network monitoring.

Create updated documentation of the environment as it evolves.

Spec out and procure new server and network equipment and/or software to promote customer's business growth and to host new applications.


Experience/
Education

Minimum Work Experience
Seven years background in workstation and server administration new program integration, machine configuration, problem identification and resolution).

Strong network troubleshooting and analysis skills, ability to deploy fast resolutions to integration problems.

Background in professional software support (Windows family products).

Experience in a range of client environments.

Experience with remote server monitoring tools and offsite troubleshooting methodologies.

Demonstrated talent to work effectively in a virtual office environment, providing reliable follow-through and utilizing offsite access and mobile access technology.

Strong verbal and written communication ability.

Effectiveness when operating in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows strong sense of responsibility and initiative.

Education/Certification
Microsoft Certified Systems Engineer.

Cisco Accreditation (CCDA, CCIE or similar).

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


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If you want to pursue this opening, please e-mail your resume to job-p018@progent.com. Be sure to specify the job number of the opportunity that you are asking about.

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