Progent has openings for an experienced Remote Support Engineer to assist a variety of small and midsize company clients to support IT networks offsite, using state-of-the-art technical tools such as rules-based diagnostics and virtual office connections.

Why Consultants Are Teaming with Progent
Progent is an innovative network support and information technology outsourcing company based in San Jose, California, in the heart of Silicon Valley. Unique models for customer acquisition, support delivery, virtual office environment, and employee benefits have allowed Progent to become among the fastest growing and most respected Microsoft Gold Partners in the U.S. Our shared support information base and team approach to problem resolution has helped Progent to build up a strong staff and a loyal worldwide customer base.

If you are an engineer with remote technical support expertise, teaming with Progent or supporting Progent's customers will expand your technical abilities through cooperation with Progent's team of collaborative, high-output engineers. Progent's focus on providing IT consulting and network help to small and mid-size companies will give you the chance to work closely with decision makers and add measurably to the growth of dynamic companies. In addition, Progent's virtual office network offers advanced technology for remote support and mobile communications to enable you to implement quick solutions when you take on mission-critical tasks.


Job Title

Sr. Remote Service Engineer

Job Number

P018

Work Location

Home-based, virtual office infrastructure.

Main Activities

Work with a range of small and midsize company clients to support IT systems online, utilizing advanced tools such as rules-based diagnostics and virtual office connections. Cooperate closely via telephony with customer's IS group to offer complete outsourced services. Crucial fields of in-depth knowledge include Exchange-based email, Active Directory, security, network monitoring, and network architecture. The Sr. Remote Support Engineer will resolve application problems such as PC program compatibility issues, server problems, data access issues, and Internet connection problems, without physical access, if the client environment permits.

Relationships

Reports to:
Director of Customer Support

Works Extensively with:
Client Support, Business Development Managers and various engineers

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


Responsibilities

Support and repair Microsoft Windows based information networks. Work remotely to diagnose and resolve both urgent and lingering problems concerned with availability, protection, throughput, access, and general efficiency. Excellent empathy and telephony-based people skills.

Install and configure Windows-powered .NET servers. Set up and deploy Windows 10, Microsoft Windows 8.1 and older desktop systems. Install and analyze various information services and applications.

Plan and deploy IT infrastructures and protection approaches to align with client's business goals.

Support and manage Outlook with backoffice Exchange server, Office applications, phone communications, and high-speed Internet access.

Plan and implement migrations to Windows 10 and Windows 2012 R2 or 2016 Server, and Windows Exchange 2016.

Maximize system uptime and performance by means of zero-downtime configuration, efficient network infrastructure, and proactive server monitoring.

Create on-going records of the system as it changes.

Specify and procure updated server and communications hardware and/or software to promote customer's business success and to support additional programs.


Experience/
Education

Required Professional Background
Seven years experience in desktop and server administration new software installation, hardware setup, problem isolation and resolution.

Proven technical troubleshooting and analysis capability, ability to implement fast resolutions to integration issues.

Background in professional program support Microsoft products.

Background in a variety of client environments.

Experience with offsite server monitoring tools and offsite troubleshooting methodologies.

Proven talent to work effectively in a virtual office infrastructure, delivering reliable follow-through and using remote connectivity and mobile connectivity technology.

Strong verbal and written communication ability.

Accustomed to working in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong sense of ownership and motivation.

Education
Microsoft MCSE.

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

2-year degree in information science, or equivalent field work.


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If you would like to pursue this position, you should e-mail your resume to job-p018@progent.com. Be sure to specify the job code of the opening that you are asking about.

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