Progent is looking for a Senior Online Service Engineer to work with a variety of small and midsize company customers to support IT systems remotely, using advanced technology such as automated monitoring and remote management cards.

Why Consultants Are Joining Progent
Progent is an innovative computer support and IT outsourcing company headquartered in San Jose, CA, in the center of Silicon Valley. Unique models for customer marketing, support delivery, virtual office environment, and employee compensation have allowed Progent to be among the most rapidly growing and most successful Microsoft Gold Partners in America. Our shared support information base and collaborative style of problem solving has allowed Progent to retain a talented staff and a loyal international client base.

If you are an engineer with remote technical support expertise, joining Progent or working for Progent's customers will expand your technical abilities through cooperation with Progent's team of mutually supportive, high-productivity engineers. Progent's concentration on offering IT consulting and technical help to small and mid-size businesses will be your opportunity to work personally with top executives and contribute significantly to the growth of dynamic companies. In addition, Progent's virtual office network provides advanced tools for remote access and mobile connectivity to enable you to deliver quick solutions when you help with business-critical problems.

Position Title

Senior Online Support Engineer

Job Number



Work from home, virtual office environment.

Essential Activities

Assist a variety of small business clients to support computer systems remotely, using state-of-the-art technology such as rules-based diagnostics and remote management cards. Work closely via telephony with customer's IT group to provide complete IT outsourcing. Crucial areas of expertise include Microsoft Exchange, Active Directory, security, server monitoring, and network architecture. The Senior Remote Support Engineer will troubleshoot application problems including PC application compatibility issues, server problems, data service problems, and Internet connection issues, without physical access, if the client environment allows.


Reports to:
Manager of Customer Support

Interacts Extensively with:
Client Services, Business Development Managers and various engineers

Outside Associations:
Customers, technology resources, and manufacturers/publishers


Support and repair Windows based information networks. Operate remotely to identify and resolve both emergency and lingering problems related to availability, protection, throughput, connectivity, and general efficiency. Well-developed sensitivity and phone-based people skills.

Install and integrate Microsoft Windows-powered application servers hosts. Set up and integrate Windows 10, Microsoft Windows 8.1 and earlier workstation systems. Install and analyze a variety of IT services and applications.

Plan and deploy information technology architectures and protection approaches to support customer's corporate goals.

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

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

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

Produce updated records of the environment as it changes.

Specify and order new server and communications hardware and/or software in order to support customer's business growth and to support additional applications.


Required Professional Background
7 years background in desktop and server administration new software installation, hardware configuration, problem isolation and resolution.

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

Experience in professional software support Windows products.

Experience in a variety of client infrastructures.

Experience with remote network monitoring utilities and offsite repair techniques.

Proven ability to work effectively in a virtual office environment, providing consistent follow-through and using remote connectivity and wireless access technology.

Excellent verbal and written communication ability.

Accustomed to working in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and demonstrates strong characteristics of responsibility and initiative.

Microsoft MCSE.

Cisco Systems Accreditation (CCDA, CCIE or similar).

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


If you would like to apply for this position, you should e-mail your resume to Be sure to include the job code of the opening that you are applying for.

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