Progent is looking for a Senior Remote Support Engineer to work with a variety of small and midsize business clients to maintain IT networks offsite, utilizing advanced technical tools including automated monitoring and remote management cards.

Why Consultants Are Teaming with Progent
Progent is a progressive computer support and IT outsourcing company based in San Jose, CA, in the middle of Silicon Valley. Unique models for customer acquisition, service delivery, virtual office environment, and employee compensation have enabled Progent to be among the most rapidly growing and most successful Microsoft Gold Partners in the U.S. Our extensive support database and collaborative approach to problem solving has helped Progent to build up a strong staff and a loyal worldwide client base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's customers will expand your skills through interaction with Progent's staff of mutually supportive, high-productivity consultants. Progent's focus on providing IT consulting and network help to small businesses will be your opportunity to operate closely with decision makers and add significantly to the success of dynamic companies. Also, Progent's virtual office network offers advanced tools for remote support and mobile communications to enable you to implement quick solutions when you take on mission-critical problems.


Job Title

Expert Remote Service Specialist

Job Code

P018

Location

Home-based, virtual office infrastructure.

Essential Functions

Work with a range of small and midsize company clients to support IT systems online, using advanced tools including rules-based diagnostics and virtual office connections. Cooperate extensively via telephony with customer's IS group to offer comprehensive outsourced services. Vital fields of expertise include Exchange and Outlook, Active Directory, protection, network monitoring, and system architecture. The Expert Online Service Specialist will resolve software problems such as PC application compatibility issues, server trouble, data service problems, and connectivity problems, without onsite access, if the customer environment allows.

Relationships

Managed by:
Director of Client Services

Cooperates Closely with:
Customer Services, Business Development Managers and various consultants

External Relationships:
Clients, technical resources, and vendors


Responsibilities

Service and troubleshoot Microsoft Windows 2000/2003 based information systems. Operate remotely to diagnose and resolve both urgent and chronic problems related to uptime, protection, throughput, access, and general efficiency. Excellent empathy and phone-based communications skills.

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

Plan and build IT architectures and security strategies to align with customer's corporate goals.

Service and manage Microsoft Outlook with backoffice Exchange server, Office applications, telecom, and broadband Internet connections.

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

Maximize network availability and throughput by means of fault-tolerant configuration, efficient network architecture, and automated server monitoring.

Create updated records of the system as it evolves.

Spec out and order new server and network equipment and/or software in order to promote customer's business success and to support new programs.


Qualifications/
Schooling

Minimum Professional Experience
7 years background in desktop and server management new software integration, machine configuration, problem identification and repair).

Proven technical troubleshooting and analysis capability, knowledge to deploy fast resolutions to integration issues.

Background in business program help (Microsoft family products).

Experience in a range of customer environments.

Familiarity with offsite server monitoring tools and remote troubleshooting methodologies.

Demonstrated talent to operate efficiently in a virtual office infrastructure, delivering consistent follow-up and utilizing remote access and mobile connectivity technology.

Excellent verbal and written communication skills.

Effectiveness when working in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates strong sense of ownership and motivation.

Education
Microsoft Certified Systems Engineer.

Cisco Systems certification (CCDA, CCIE or similar).

2-year degree in computer technology, or equivalent work background.


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If you wish to pursue this job, please e-mail your resume to job-p018@progent.com. Be sure to include the job number of the opening that interests you.

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