Progent has openings for a Senior Remote Support Specialist to help a range of small company clients to support IT networks remotely, using the latest technology including rules-based diagnostics and remote management cards.

Benefits of Teaming with Progent
Progent is a progressive computer support and IT outsourcing company based in San Jose, California, in the heart of Silicon Valley. Unique models for client acquisition, support delivery, network infrastructure, and employee benefits have allowed Progent to become among the most rapidly growing and most respected Microsoft Gold Partners in the U.S. Our shared technical database and collaborative style of problem solving has allowed Progent to build up a strong staff and a satisfied international customer base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's clients will improve your skills through interaction with Progent's team of mutually supportive, high-output engineers. Progent's focus on offering computer expertise and technical help to small and mid-size companies will give you the chance to work personally with top executives and contribute significantly to the growth of dynamic companies. Also, Progent's virtual office infrastructure provides state-of-the-art technology for remote access and mobile connectivity to help you to implement quick solutions when you help with business-critical tasks.


Job Title

Expert Online Support Specialist

Job Number

P018

Location

Home-based, virtual office environment.

Primary Functions

Work with a variety of small and midsize business clients to support information networks remotely, utilizing advanced technology such as rules-based diagnostics and virtual office connections. Cooperate extensively via phone with client's IT staff to offer comprehensive outsourced services. Vital fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, network monitoring, and network architecture. The Expert Online Service Specialist will resolve software problems including PC program compatibility issues, server problems, data access problems, and Internet connection problems, without physical access, if the client environment permits.

Associations

Managed by:
Manager of Client Support

Interacts Closely with:
Client Support, Business Development Engineers and other consultants

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


Duties

Support and troubleshoot Windows 2K, 2003, and Windows 7 powered IT systems. Operate remotely to identify and repair both urgent and lingering issues related to uptime, security, performance, connectivity, and overall efficiency. Well-developed empathy and telephony-based communications skills.

Install and integrate Microsoft Windows-based application servers and Microsoft .NET hosts. Configure and integrate Microsoft Windows 7, Microsoft Windows Vista and Windows XP desktop environments. Setup and evaluate a variety of information services and applications.

Plan and deploy information technology architectures and protection strategies to support client's business plans.

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

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

Maximize system uptime and performance through zero-downtime configuration, smart system infrastructure, and proactive server monitoring.

Create updated documentation of the system as it evolves.

Spec out and order updated server and communications hardware and/or software to promote customer's business success and to host new programs.


Experience/
Schooling

Required Work Experience
Seven years experience in workstation and server administration new software integration, hardware setup, problem identification and repair).

Proven network repair and diagnostic capability, ability to deploy fast resolutions to integration problems.

Experience in business software support (Microsoft products in a range of customer environments.

Experience with offsite network monitoring tools and offsite repair techniques.

Proven ability to operate efficiently in a virtual office infrastructure, delivering consistent follow-up and using offsite connectivity and mobile connectivity tools.

Excellent verbal and written communication ability.

Effectiveness when working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong characteristics of ownership and initiative.

Education/Certification
Microsoft MCSE.

Cisco Systems certification (CCDA, CCIE or similar).

2-year degree in computer technology, or equivalent experience.


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If you would like to look further into this position, please send your qualifications to job-p018@progent.com. Please specify the job code of the opportunity that you are considering.

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