Progent has openings for an experienced Online Service Engineer to work with a range of small company customers to maintain IT networks offsite, utilizing state-of-the-art tools including automated monitoring and virtual office connections.

Why Consultants Are Working with Progent
Progent is a progressive computer consulting and information technology outsourcing company headquartered in San Jose, CA, in the middle of Silicon Valley. Effective models for customer acquisition, support delivery, virtual office environment, and employee benefits have allowed Progent to be one of the most rapidly growing and most successful Microsoft Gold Partners in the United States. Our shared technical information base and team approach to problem solving has helped Progent to retain a strong staff and a satisfied worldwide customer base.

If you are an engineer with remote technical support expertise, joining Progent or supporting Progent's customers will improve your technical abilities through interaction with Progent's staff of mutually supportive, high-productivity engineers. Progent's concentration on offering IT expertise and network help to small companies will give you the chance to work personally with decision makers and add measurably to the success of exciting businesses. In addition, Progent's virtual office infrastructure provides advanced tools for remote support and wireless communications to help you to deliver fast solutions when you take on business-critical problems.


Job Title

Senior Online Support Specialist

Job Code

P018

Work Location

Work from home, virtual office environment.

Primary Functions

Assist a variety of small business clients to maintain information networks remotely, utilizing advanced tools including automated monitoring and remote management cards. Work closely via phone with customer's IT staff to provide complete outsourced services. Crucial areas of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and system infrastructure. The Sr. Online Support Engineer will troubleshoot software problems including desktop program compatibility issues, server trouble, data access problems, and connectivity problems, without physical access, if the customer environment allows.

Relationships

Reports to:
Director of Client Support

Cooperates Closely with:
Client Services, Business Development Managers and other consultants

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


Responsibilities

Service and repair Microsoft Windows 2000/2003 based information networks. Work online to identify and resolve both urgent and lingering issues related to availability, protection, throughput, connectivity, and general functionality. Well-developed empathy and phone-based communications skills.

Set up and integrate Microsoft Windows-powered program servers and .NET servers. Configure and deploy Microsoft Windows 7, Windows Vista and Windows XP desktop systems. Install and evaluate various IT services and programs.

Design and build information technology architectures and security strategies to align with customer's corporate plans.

Support and manage Microsoft Outlook with backoffice Exchange host, Microsoft Office suite, phone communications, and fast Internet access.

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

Maximize system uptime and performance through fault-tolerant configuration, smart network architecture, and proactive network monitoring.

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

Specify and order updated server and communications equipment and/or software to support customer's business success and to host additional applications.


Experience/
Schooling

Required Work Experience
7 years background in workstation and server management new program installation, machine configuration, problem isolation and repair).

Proven network troubleshooting and diagnostic skills, knowledge to implement fast workarounds to technical problems.

Background in professional program help (Microsoft products in a range of client environments.

Experience with remote network monitoring tools and offsite repair techniques.

Demonstrated talent to work effectively in a virtual office environment, providing reliable follow-through and using offsite connectivity and mobile access tools.

Excellent verbal and written communication ability.

Effectiveness when operating in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates strong sense of responsibility and initiative.

Education
Microsoft Certified Systems Engineer.

Cisco certification (CCDA, CCIE or similar).

2-year degree in information science, or equivalent experience.


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If you would like to apply for this position, please send your resume to job-p018@progent.com. Please include the job number of the opportunity that you are considering.

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