Progent is looking for a Senior Remote Service Specialist to help a range of small company customers to support IT networks remotely, using advanced technical tools such as automated monitoring and virtual office connections.

Why Consultants Are Working with Progent
Progent is a progressive computer support and information technology outsourcing firm based in San Jose, CA, in the center of Silicon Valley. Unique models for customer marketing, service delivery, network environment, and employee compensation have allowed Progent to be one of the fastest growing and most successful Microsoft Gold Partners in the United States. Our shared technical information base and collaborative style of problem resolution has allowed Progent to build up a talented staff and a loyal international client base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's clients will improve your skills through cooperation with Progent's staff of collaborative, high-output engineers. Progent's focus on offering computer consulting and technical support to small businesses will be your chance to operate closely with top executives and add significantly to the success of dynamic businesses. In addition, Progent's virtual office network offers advanced technology for remote access and mobile connectivity to help you to implement quick solutions when you take on business-critical tasks.

Job Title

Expert Online Service Engineer

Job Number


Work Location

Work from home, virtual office environment.

Essential Functions

Assist a range of small and midsize company clients to support information systems online, utilizing state-of-the-art tools such as rules-based diagnostics and remote management cards. Cooperate extensively via phone with customer's IS staff to provide complete outsourced services. Vital areas of in-depth knowledge include Microsoft Exchange, Active Directory, security, server monitoring, and system architecture. The Expert Remote Service Specialist will troubleshoot software problems including PC program integration issues, server trouble, data access issues, and Internet connection issues, without physical access, as long as the customer infrastructure permits.


Reports to:
Manager of Client Support

Works Extensively with:
Client Support, Market Development Managers and other consultants

External Associations:
Customers, technical resources, and vendors


Support and troubleshoot Microsoft Windows 2000/2003 powered IT networks. Operate remotely to diagnose and repair both urgent and chronic problems concerned with availability, protection, throughput, access, and overall functionality. Well-developed sensitivity and telephony-based communications skills.

Install and configure Windows-based application servers and .NET hosts. Configure and deploy Windows 7, Windows Vista and Microsoft Windows XP desktop environments. Install and evaluate various information services and applications.

Plan and build information technology architectures and security approaches to support customer's corporate plans.

Support and manage Microsoft Outlook with backoffice Exchange host, Microsoft Office applications, telecom, and broadband Internet connections.

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

Optimize system uptime and throughput by means of fault-tolerant configuration, smart system infrastructure, and automated network monitoring.

Produce on-going records of the system as it evolves.

Specify and procure updated server and communications equipment and/or software to promote client's business growth and to support additional programs.


Minimum Professional Background
7 years experience in desktop and server administration new software installation, hardware setup, problem isolation and repair).

Proven network repair and analysis capability, ability to implement fast workarounds to integration issues.

Experience in business program support (Windows family products).

Experience in a range of client infrastructures.

Experience with offsite server monitoring utilities and remote troubleshooting techniques.

Demonstrated talent to operate effectively in a virtual office infrastructure, delivering consistent follow-up and using offsite access and mobile connectivity tools.

Excellent verbal and written communication skills.

Effectiveness when working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates pronounced sense of responsibility and initiative.

Microsoft Certified Systems Engineer.

Cisco certification (CCDA, CCIE or similar).

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


If you want to apply for this job, please e-mail your resume to Be sure to specify the job code of the position that interests you.

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