Progent has openings for a Senior Online Support Specialist to help a variety of small company clients to maintain computer systems remotely, utilizing advanced technology including automated monitoring and remote management cards.

Benefits of Working with Progent
Progent is an innovative network consulting and information technology outsourcing company based in San Jose, California, in the heart of Silicon Valley. Effective models for client acquisition, service delivery, virtual office infrastructure, and employee compensation have enabled Progent to be among the fastest growing and most respected Microsoft Gold Partners in the United States. Our shared technical database and collaborative style of problem resolution has allowed Progent to retain a strong staff and a loyal international customer base.

If you are an engineer with remote technical support expertise, teaming with Progent or supporting Progent's clients will improve your skills through interaction with Progent's staff of collaborative, high-output consultants. Progent's concentration on offering computer consulting and network support to small businesses will be your chance to operate personally with decision makers and contribute measurably to the growth of dynamic businesses. Also, Progent's virtual office infrastructure provides advanced tools for remote support and mobile communications to help you to deliver quick solutions when you help with business-critical tasks.

Position Title

Senior Online Service Specialist

Job Number


Work Location

Home-based, virtual office infrastructure.

Essential Activities

Work with a range of small business customers to maintain information systems online, utilizing advanced technology including automated monitoring and virtual office connections. Work closely via phone with customer's IS staff to provide comprehensive outsourced services. Key fields of expertise include Exchange and Outlook, Active Directory, security, server monitoring, and network infrastructure. The Expert Online Support Engineer will troubleshoot software problems including PC application compatibility issues, server problems, data service issues, and connectivity problems, without physical access, as long as the client environment allows.


Managed by:
Director of Client Support

Works Closely with:
Client Support, Market Development Managers and other engineers

Outside Relationships:
Customers, technology resources, and manufacturers/publishers


Support and repair Microsoft Windows 2K, 2003, and Windows 7 powered information networks. Operate online to identify and repair both emergency and chronic issues concerned with uptime, protection, performance, access, and overall functionality. Excellent empathy and phone-based people skills.

Set up and configure Microsoft Windows-based program servers and Microsoft .NET servers. Set up and deploy Windows 7, Windows Vista and Windows XP desktop systems. Install and analyze a variety of IT services and programs.

Plan and deploy IT infrastructures and protection strategies to support customer's business plans.

Support and manage Microsoft Outlook with back-end Exchange host, Microsoft Office suite, telecom, and broadband Internet access.

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

Optimize network uptime and throughput by means of non-stop design, smart system infrastructure, and proactive network monitoring.

Create updated documentation of the system as it evolves.

Spec out and order new server and network hardware and/or software in order to support client's business success and to support new programs.


Required Professional Experience
Seven years background in desktop and server management new program installation, hardware configuration, problem identification and resolution).

Proven network troubleshooting and analysis skills, knowledge to deploy quick workarounds to integration problems.

Background in professional software support (Windows products in a range of customer infrastructures.

Experience with offsite server monitoring utilities and offsite troubleshooting methodologies.

Proven talent to work effectively in a virtual office environment, delivering reliable follow-up and utilizing remote access and wireless access tools.

Strong verbal and written communication ability.

Effectiveness when operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and demonstrates strong characteristics of responsibility and motivation.

Microsoft MCSE.

Cisco Systems Accreditation (CCDA, CCIE or similar).

2-year degree in information science, or equivalent experience.


If you would like to apply for this opening, please send your qualifications to Be sure to specify the job code of the position that you are asking about.

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