Progent has openings for a Senior Online Support Engineer to assist a variety of small company clients to support IT systems remotely, using the latest technical tools including automated monitoring and virtual office connections.

Why Consultants Are Teaming with Progent
Progent is an innovative network consulting and IT outsourcing company headquartered in San Jose, California, in the center of Silicon Valley. Effective models for client marketing, support delivery, network environment, and employee benefits have allowed Progent to be one of the most rapidly growing and most respected Microsoft Gold Partners in the United States. Our shared technical information base and team style of problem solving has allowed Progent to retain a talented staff and a loyal international customer base.

If you are an engineer with remote technical support expertise, joining Progent or working for Progent's clients will expand your technical abilities through interaction with Progent's staff of collaborative, high-productivity engineers. Progent's focus on offering computer consulting and technical support to small companies will give you the chance to work closely with decision makers and add measurably to the success of dynamic companies. In addition, Progent's virtual office infrastructure provides advanced technology for remote access and mobile communications to enable you to deliver quick solutions when you help with mission-critical tasks.


Position Title
Expert Online Service Engineer

Job Code
P018

Location
Work from home, virtual office environment.

Main Activities
Work with a variety of small business customers to maintain IT systems online, using state-of-the-art technology such as rules-based diagnostics and remote management cards. Cooperate extensively via telephony with customer's IS group to provide complete IT outsourcing. Vital fields of in-depth knowledge include Exchange and Outlook, Active Directory, security, server monitoring, and system infrastructure. The Senior Online Service Engineer will resolve application problems including PC application integration issues, server trouble, data service issues, and Internet connection issues, without onsite access, as long as the customer environment allows.

Associations
Managed by:
Manager of Client Support

Cooperates Closely with:
Customer Services, Market Development Managers and other consultants

Outside Relationships:
Customers, technical resources, and vendors

Responsibilities
Service and troubleshoot Microsoft Windows 2000/2003 based information systems. Work remotely to diagnose and repair both urgent and chronic issues related to uptime, security, performance, access, and general efficiency. Well-developed sensitivity and telephony-based people skills.

Set up and integrate Windows-powered program servers and .NET servers. Set up and deploy Windows 2000/2003 and Windows XP workstation systems. Install and analyze a variety of IT services and programs.

Plan and build IT infrastructures and protection strategies to support customer's corporate goals.

Service and manage Outlook with backoffice Microsoft Exchange host, Microsoft Office suite, telephony, and broadband Internet access.

Plan and perform migrations to Windows XP and Microsoft Windows Server, Active Directory, and Microsoft Windows Exchange 2003.

Maximize system availability and throughput by means of non-stop configuration, smart network infrastructure, and proactive server monitoring.

Create on-going records of the system as it changes.

Specify and order new server and network equipment and/or software in order to promote client's business growth and to host additional programs.

Experience/
Education
Required Professional Experience
Seven years background in workstation and server management new software installation, hardware setup, problem identification and repair).

Strong technical troubleshooting and diagnostic skills, knowledge to deploy quick resolutions to technical issues.

Experience in professional program support (Microsoft products in a range of customer infrastructures.

Experience with offsite server monitoring utilities and offsite troubleshooting techniques.

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

Excellent verbal and written communication skills.

Accustomed to operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows pronounced characteristics of ownership and motivation.

Schooling
Microsoft Certified Systems Engineer.

Cisco Systems Accreditation (CCDA, CCIE or similar).

Two-year degree in information science, or equivalent field work.


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If you want to be considered for this position, you should e-mail your qualifications to job-p018@progent.com. Please include the job number of the position that interests you.

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