Progent is looking for a Senior Remote Support Engineer to work with a range of small and midsize company customers to maintain information systems offsite, using state-of-the-art technology including automated monitoring and virtual office connections.

Why Consultants Are Teaming with Progent
Progent is an innovative network support and IT outsourcing company headquartered in San Jose, CA, in the center of Silicon Valley. Unique models for customer marketing, service delivery, virtual office infrastructure, and employee compensation have allowed Progent to become one of the fastest growing and most successful Microsoft Gold Partners in the United States. Our shared technical information base and team style of problem solving has allowed Progent to build up a talented 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 expand your technical abilities through interaction with Progent's staff of collaborative, high-productivity engineers. Progent's focus on providing computer consulting and network support to small businesses will be your chance to work personally with decision makers and add significantly to the growth of exciting companies. In addition, Progent's virtual office network provides state-of-the-art tools for remote access and mobile communications to help you to implement fast solutions when you help with mission-critical problems.


Position Title

Expert Remote Support Engineer

Job Number

P018

Work Location

Home-based, virtual office environment.

Primary Activities

Help a variety of small business customers to support computer networks online, utilizing advanced tools such as automated monitoring and virtual office connections. Cooperate extensively via telephony with customer's IS group to offer comprehensive IT outsourcing. Key areas of in-depth knowledge include Exchange and Outlook, Active Directory, security, network monitoring, and system infrastructure. The Senior Online Service Specialist will troubleshoot software problems such as desktop program integration issues, server trouble, data access issues, and Internet connection problems, without physical presence, if the client environment permits.

Associations

Managed by:
Manager of Customer Services

Interacts Extensively with:
Client Services, Market Development Managers and various consultants

Outside Relationships:
Customers, technical resources, and vendors


Duties

Support and repair Windows 2000/2003 based information networks. Operate remotely to diagnose and repair both emergency and chronic issues concerned with availability, security, throughput, connectivity, and general efficiency. Well-developed empathy and telephony-based people skills.

Set up and configure Windows-based application servers and Microsoft .NET servers. Configure and integrate Windows 7, Microsoft Windows Vista and Microsoft Windows XP desktop systems. Setup and analyze various IT services and applications.

Design and deploy information technology infrastructures and protection strategies to support client's corporate goals.

Service and administer Outlook with back-end Exchange server, Office suite, telephony, and fast Internet access.

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

Maximize network availability and throughput through zero-downtime design, smart network architecture, and automated network monitoring.

Produce updated records of the system as it evolves.

Spec out and procure new server and communications hardware and/or software in order to support client's business growth and to support additional applications.


Experience/
Education

Required Work Experience
Seven years background in workstation and server management new software installation, machine setup, problem isolation and repair).

Strong technical repair and analysis capability, knowledge to deploy fast workarounds to technical issues.

Experience in professional program support (Microsoft Background in a variety of customer infrastructures.

Experience with remote server monitoring utilities and offsite repair methodologies.

Demonstrated ability to operate effectively in a virtual office infrastructure, providing consistent follow-up and using remote connectivity and mobile connectivity technology.

Excellent verbal and written communication ability.

Effectiveness when operating in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates strong characteristics of ownership and motivation.

Schooling
Microsoft MCSE.

Cisco certification (CCDA, CCNA, CCDP, CCIP, CCNP, CCSP or CCIE).

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


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If you would like to look further into this opening, please e-mail your resume to job-p018@progent.com. Please include the job code of the opening that you are asking about.

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