Progent has openings for an experienced Remote Support Engineer to help a range of small business clients to maintain computer networks remotely, using advanced technical tools including rules-based diagnostics and virtual office connections.

Benefits of Joining Progent
Progent is a progressive computer support and IT outsourcing company based in San Jose, California, in the center of Silicon Valley. Unique models for customer acquisition, support delivery, network environment, and employee compensation have allowed Progent to be among the most rapidly growing and most respected Microsoft Gold Partners in the United States. Our extensive technical information base and team approach to problem resolution has allowed Progent to retain a strong staff and a satisfied international client base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's clients will expand your technical abilities through interaction with Progent's team of mutually supportive, high-output consultants. Progent's concentration on offering computer consulting and network help to small and mid-size companies will be your opportunity to work personally with decision makers and contribute measurably to the success of exciting companies. Also, Progent's virtual office infrastructure offers advanced technology for remote support and wireless connectivity to help you to implement fast solutions when you help with business-critical tasks.


Position Title
Senior Remote Support Specialist

Job Code
P018

Location
Work from home, virtual office environment.

Main Activities
Work with a variety of small and midsize business customers to support IT systems online, utilizing advanced tools including rules-based diagnostics and virtual office connections. Work extensively via phone with client's IS staff to provide comprehensive IT outsourcing. Vital fields of expertise include Exchange-based email, Active Directory, security, server monitoring, and network architecture. The Sr. Online Support Specialist will troubleshoot application problems such as PC program integration issues, server problems, data access problems, and connectivity issues, without onsite access, if the customer infrastructure permits.

Associations
Reports to:
Director of Customer Support

Interacts Closely with:
Client Support, Business Development Managers and various consultants

Outside Relationships:
Clients, technology resources, and vendors

Duties
Service and repair Microsoft Windows 2000/2003 powered information systems. Work online to identify and repair both emergency and chronic issues related to uptime, protection, throughput, access, and overall functionality. Excellent sensitivity and phone-based people skills.

Install and configure Microsoft Windows-powered program servers and .NET hosts. Configure and integrate Microsoft Windows 7, Microsoft Windows Vista and Windows XP workstation environments. Install and analyze a variety of IT services and programs.

Plan and deploy IT architectures and security strategies to align with client's business goals.

Service and manage Outlook with back-end Exchange server, Office suite, phone communications, and high-speed Internet access.

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

Optimize system availability and throughput through non-stop configuration, smart network architecture, and automated network monitoring.

Produce updated documentation of the environment as it changes.

Specify and procure new server and communications equipment and/or software to support customer's business success and to host new applications.

Qualifications/
Schooling
Required Work Background
Seven years background in desktop and server management new software installation, hardware configuration, problem identification and repair).

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

Experience in professional program help (Windows Background in a variety of customer environments.

Familiarity with remote network monitoring utilities and offsite repair techniques.

Demonstrated ability to work efficiently in a virtual office environment, providing consistent follow-through and utilizing remote connectivity and wireless connectivity technology.

Excellent verbal and written communication ability.

Accustomed to operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates strong characteristics of ownership and initiative.

Education
Microsoft Certified Systems Engineer.

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

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


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If you wish to be considered for this position, you should send your resume to job-p018@progent.com. Please include the job code of the opening that interests you.

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