Progent has openings for an experienced Remote Service Specialist to work with a variety of small company customers to support computer networks remotely, using state-of-the-art technical tools including rules-based diagnostics and remote management cards.

Benefits of Working with Progent
Progent is an innovative computer support and IT outsourcing company based in San Jose, CA, in the middle of Silicon Valley. Effective models for customer marketing, support delivery, network environment, and employee compensation have enabled Progent to be one of the fastest growing and most respected Microsoft Gold Partners in the U.S. Our shared support information base and collaborative approach to problem solving has helped Progent to build up 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 customers will improve your technical abilities through interaction with Progent's staff of collaborative, high-output engineers. Progent's concentration on offering computer expertise and network help to small companies will give you the chance to operate closely with decision makers and add significantly to the growth of exciting companies. Also, Progent's virtual office network provides state-of-the-art technology for remote support and mobile communications to enable you to implement fast solutions when you help with business-critical tasks.


Position Title

Sr. Remote Service Specialist

Job Code

P018

Location

Home-based, virtual office infrastructure.

Primary Activities

Help a variety of small business customers to maintain IT networks online, using state-of-the-art technology including automated monitoring and virtual office connections. Work extensively via phone with client's IS group to provide comprehensive IT outsourcing. Crucial fields of in-depth knowledge include Microsoft Exchange, Active Directory, protection, network monitoring, and network infrastructure. The Senior Online Service Engineer will resolve application problems such as PC application compatibility issues, server trouble, data access issues, and connectivity issues, without onsite access, as long as the customer environment permits.

Associations

Reports to:
Director of Client Services

Cooperates Extensively with:
Client Support, Market Development Managers and other consultants

External Relationships:
Clients, technology resources, and vendors


Duties

Service and repair Microsoft Windows powered information systems. Work online to identify and resolve both urgent and lingering issues concerned with uptime, protection, performance, access, and general functionality. Well-developed sensitivity and telephony-based communications skills.

Install and integrate Windows-based application servers hosts. Configure and deploy Microsoft Windows 10, Windows 8.1 and earlier workstation systems. Install and analyze various IT services and programs.

Design and deploy information technology architectures and protection strategies to align with client's business goals.

Support and administer Outlook with back-end Exchange host, Office applications, telecom, and fast Internet access.

Plan and implement migrations to Windows 10 and Microsoft Windows Server, and Windows Exchange 2016.

Optimize network uptime and throughput through fault-tolerant configuration, efficient network infrastructure, and automated server monitoring.

Create updated records of the system as it changes.

Specify and order new server and communications equipment and/or software in order to promote customer's business success and to host additional applications.


Qualifications/
Education

Minimum Professional Experience
Seven years experience in workstation and server management new software installation, hardware setup, problem identification and repair.

Proven technical repair and diagnostic skills, knowledge to deploy fast workarounds to technical problems.

Background in business software help Microsoft products.

Background in a range of customer infrastructures.

Familiarity with remote server monitoring utilities and remote repair techniques.

Demonstrated ability to work effectively in a virtual office environment, providing reliable follow-through and using remote access and mobile connectivity tools.

Strong verbal and written communication skills.

Accustomed to working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows pronounced characteristics of responsibility and initiative.

Schooling
Microsoft Certified Systems Engineer.

Cisco Systems certification (CCDA, CCIE or similar).

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


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If you wish to pursue this opening, you should e-mail your resume to job-p018@progent.com. Please include the job code of the opportunity that you are asking about.

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