Progent is looking for an experienced Remote Service Engineer to work with a range of small business customers to support IT systems offsite, using the latest tools including rules-based diagnostics and remote management cards.

Advantages of Joining Progent
Progent is a progressive network consulting and IT outsourcing firm headquartered in San Jose, CA, in the center of Silicon Valley. Effective models for customer marketing, service delivery, virtual office infrastructure, and employee compensation have enabled Progent to become among the fastest growing and most successful Microsoft Gold Partners in the U.S. Our shared support database and collaborative approach to problem resolution 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 working for Progent's customers will improve your technical abilities through cooperation with Progent's staff of mutually supportive, high-output consultants. Progent's concentration on offering IT consulting and technical help to small and mid-size companies will give you the chance to work closely with top executives and contribute significantly to the success of exciting companies. Also, Progent's virtual office network provides state-of-the-art technology for remote support and mobile connectivity to help you to deliver quick solutions when you take on business-critical problems.

Job Title

Expert Remote Service Engineer

Job Number


Work Location

Work from home, virtual office infrastructure.

Main Functions

Assist a range of small business customers to support information networks online, utilizing advanced technology including automated monitoring and virtual office connections. Work closely via telephony with customer's IT group to offer comprehensive outsourced services. Key areas of in-depth knowledge include Exchange and Outlook, Active Directory, protection, server monitoring, and network architecture. The Sr. Remote Service Specialist will troubleshoot software problems including desktop application compatibility issues, server problems, data access issues, and connectivity issues, without physical presence, as long as the client environment allows.


Managed by:
Director of Customer Support

Interacts Closely with:
Customer Services, Business Development Engineers and various engineers

Outside Relationships:
Clients, technical resources, and vendors


Service and repair Windows 2K, 2003, and Windows 7 powered information systems. Operate online to diagnose and repair both emergency and chronic problems related to uptime, protection, performance, connectivity, and overall functionality. Well-developed empathy and telephony-based people skills.

Install and integrate Windows-based program servers and Microsoft .NET hosts. Set up and deploy Microsoft Windows 7, Windows Vista and Windows XP desktop environments. Setup and evaluate various information services and programs.

Design and deploy information technology architectures and security approaches to support client's corporate goals.

Service and manage Outlook with backoffice Exchange server, Microsoft Office suite, telephony, and fast Internet connections.

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

Optimize network uptime and throughput by means of non-stop configuration, smart network infrastructure, and automated network monitoring.

Produce updated documentation of the system as it changes.

Specify and order updated server and network hardware and/or software to support client's business growth and to host new programs.


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

Strong network repair and analysis capability, ability to deploy fast workarounds to technical problems.

Experience in professional program support (Microsoft family products).

Experience in a variety of customer environments.

Familiarity with remote network monitoring tools and offsite troubleshooting techniques.

Proven talent to work efficiently in a virtual office environment, providing consistent follow-up and using remote access and mobile connectivity tools.

Strong verbal and written communication ability.

Accustomed to operating in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows strong sense of responsibility and initiative.

Microsoft Certified Systems Engineer.

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

2-year degree in information science, or equivalent experience.


If you want to be considered for this opening, please e-mail your resume to Be sure to specify the job number of the position that interests you.

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