Progent has openings for an experienced Remote Support Specialist to help a variety of small and midsize company customers to maintain information networks remotely, using the latest technical tools such as rules-based diagnostics and remote management cards.

Advantages of Teaming with Progent
Progent is a progressive network consulting and information technology outsourcing company based in San Jose, California, in the middle of Silicon Valley. Unique models for client acquisition, support delivery, network infrastructure, and employee benefits have allowed Progent to become one of the most rapidly growing and most respected Microsoft Gold Partners in the United States. Our shared support information base and team style of problem resolution has helped Progent to build up a strong staff and a loyal worldwide 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 interaction with Progent's team of collaborative, high-output engineers. Progent's focus on offering computer expertise and network support to small companies will give you the chance to work personally with top executives and add measurably to the growth of exciting businesses. Also, Progent's virtual office infrastructure offers state-of-the-art technology for remote support and wireless communications to help you to deliver fast solutions when you take on mission-critical problems.

Position Title

Sr. Online Support Engineer

Job Number



Home-based, virtual office infrastructure.

Main Functions

Assist a variety of small company customers to maintain information networks online, using state-of-the-art tools including rules-based diagnostics and remote management cards. Work extensively via phone with customer's IS staff to offer comprehensive outsourced services. Key fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, network monitoring, and network architecture. The Senior Remote Service Specialist will resolve software problems such as PC application compatibility issues, server trouble, data access problems, and connectivity problems, without physical access, if the customer environment permits.


Managed by:
Director of Client Support

Interacts Closely with:
Customer Services, Business Development Managers and various consultants

External Associations:
Clients, technical resources, and manufacturers/publishers


Service and repair Microsoft Windows 2K, 2003, and Windows 7 based IT systems. Operate online to diagnose and resolve both urgent and chronic issues related to uptime, protection, performance, connectivity, and general functionality. Excellent sensitivity and phone-based communications skills.

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

Design and deploy IT architectures and security strategies to support client's corporate goals.

Service and administer Outlook with backoffice Exchange server, Office suite, telephony, and broadband Internet connections.

Plan and implement upgrades to Microsoft Windows XP and Windows Server, Active Directory, and Windows Exchange 2003.

Maximize network uptime and throughput by means of zero-downtime configuration, efficient system infrastructure, and proactive server monitoring.

Produce on-going records of the environment as it changes.

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


Minimum Work Background
7 years background in desktop and server management new program integration, hardware setup, problem isolation and repair).

Strong technical repair and analysis capability, ability to implement fast workarounds to technical issues.

Background in business program help (Windows products in a variety of client environments.

Familiarity with offsite server monitoring tools and offsite troubleshooting methodologies.

Proven talent to operate efficiently in a virtual office environment, providing reliable follow-up and using remote connectivity and wireless access tools.

Excellent verbal and written communication ability.

Effectiveness when operating in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates independently and demonstrates pronounced characteristics of ownership and motivation.

Microsoft Certified Systems Engineer.

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

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


If you wish to be considered for this position, you should e-mail your resume to Be sure to include the job number of the opportunity that interests you.

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