Progent is looking for a Senior Remote Support Engineer to help a variety of small and midsize business clients to maintain computer networks remotely, using the latest technical tools such as rules-based diagnostics and virtual office connections.

Why Consultants Are Joining Progent
Progent is a progressive network consulting and information technology outsourcing firm based in San Jose, CA, in the center of Silicon Valley. Effective models for customer marketing, service delivery, virtual office infrastructure, and employee benefits have enabled Progent to become one of the most rapidly growing and most respected Microsoft Gold Partners in America. Our extensive technical information base and team approach to 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 customers will expand your technical abilities through interaction with Progent's team of collaborative, high-productivity consultants. Progent's concentration on providing computer expertise and network help to small and mid-size businesses will give you the chance to operate personally with decision makers and contribute significantly to the growth of dynamic companies. Also, Progent's virtual office infrastructure offers state-of-the-art technology for remote support and mobile connectivity to help you to deliver quick solutions when you help with business-critical tasks.


Position Title

Sr. Remote Support Specialist

Job Code

P018

Location

Home-based, virtual office environment.

Essential Functions

Assist a range of small company customers to support computer networks remotely, utilizing state-of-the-art technology such as rules-based diagnostics and virtual office connections. Cooperate closely via telephony with customer's IS group to provide comprehensive outsourced services. Key areas of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and system architecture. The Sr. Remote Support Engineer will resolve software problems such as PC program compatibility issues, server trouble, data service problems, and Internet connection issues, without physical presence, as long as the client infrastructure allows.

Associations

Managed by:
Director of Client Support

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

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


Duties

Support and repair Microsoft Windows powered information networks. Work remotely to identify and resolve both urgent and lingering issues concerned with availability, protection, performance, connectivity, and overall efficiency. Excellent empathy and phone-based people skills.

Set up and integrate Windows-based application servers servers. Set up and integrate Windows 10, Windows 8.1 and older desktop environments. Install and analyze various IT services and applications.

Design and build information technology infrastructures and protection strategies to support client's business goals.

Service and manage Outlook with backoffice Exchange server, Office applications, phone communications, and broadband Internet access.

Design and perform upgrades to Microsoft Windows 10 and Windows 2012 R2 or 2016 Server, and Microsoft Windows Exchange 2016.

Maximize system availability and performance through fault-tolerant design, smart system architecture, and proactive network monitoring.

Produce updated documentation of the system as it changes.

Spec out and order updated server and communications equipment and/or software in order to promote client's business success and to host new applications.


Experience/
Education

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

Strong technical troubleshooting and diagnostic skills, ability to deploy fast workarounds to technical problems.

Experience in professional software support Windows family products.

Background in a range of customer infrastructures.

Familiarity with offsite network monitoring tools and remote repair techniques.

Proven ability to work effectively in a virtual office environment, delivering reliable follow-up and using offsite access and wireless 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 pronounced sense of ownership and motivation.

Education/Certification
Microsoft MCSE.

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

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


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If you want to be considered for this job, please send your qualifications to job-p018@progent.com. Be sure to specify the job code of the opportunity that interests you.

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