Progent is looking for a Senior Remote Service Engineer to assist a range of small and midsize business clients to maintain information systems offsite, utilizing the latest technology such as automated monitoring and remote management cards.

Why Consultants Are Joining Progent
Progent is a progressive network consulting and information technology outsourcing company headquartered in San Jose, California, in the heart of Silicon Valley. Effective models for customer acquisition, service delivery, virtual office infrastructure, and employee compensation have enabled Progent to be one of the fastest growing and most respected Microsoft Gold Partners in America. Our shared technical database and team style of problem resolution has helped Progent to retain a talented staff and a satisfied international client base.

If you are an engineer with remote technical support expertise, teaming with Progent or working for Progent's clients will expand your technical abilities through interaction with Progent's team of mutually supportive, high-output engineers. Progent's focus on offering computer expertise and network help to small businesses will give you the opportunity to work personally with decision makers and add measurably to the success of exciting businesses. In addition, Progent's virtual office network provides state-of-the-art technology for remote access and wireless connectivity to help you to deliver quick solutions when you take on business-critical tasks.

Job Title

Senior Online Service Specialist

Job Number



Work from home, virtual office environment.

Primary Functions

Help a variety of small and midsize business customers to support computer systems remotely, using state-of-the-art tools such as automated monitoring and virtual office connections. Work closely via telephony with client's IS staff to provide comprehensive outsourced services. Key areas of expertise include Exchange and Outlook, Active Directory, protection, server monitoring, and system architecture. The Senior Online Service Specialist will troubleshoot application problems including PC program compatibility issues, server trouble, data service issues, and Internet connection issues, without physical presence, as long as the client infrastructure allows.


Managed by:
Director of Customer Support

Cooperates Closely with:
Client Services, Market Development Engineers and various consultants

External Relationships:
Customers, technology resources, and vendors


Service and troubleshoot Windows 2000/2003 based information systems. Work online to identify and resolve both urgent and chronic issues related to uptime, security, throughput, connectivity, and overall efficiency. Well-developed empathy and telephony-based communications skills.

Set up and integrate Windows-powered application servers and .NET servers. Configure and integrate Windows 7, Windows Vista and Windows XP desktop environments. Install and analyze a variety of information services and programs.

Plan and build information technology infrastructures and security approaches to support customer's business plans.

Service and administer Outlook clients with backoffice Microsoft Exchange host, Office applications, telephony, and broadband Internet connections.

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

Optimize network uptime and performance through non-stop design, smart network infrastructure, and proactive network monitoring.

Create on-going documentation of the environment as it evolves.

Specify and procure updated server and network equipment and/or software in order to support customer's business growth and to host additional applications.


Required Work Experience
Seven years background in desktop and server management new program installation, machine setup, problem isolation and repair).

Proven technical repair and analysis skills, ability to deploy fast resolutions to technical problems.

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

Experience with offsite network monitoring utilities and remote repair techniques.

Proven talent to operate effectively in a virtual office environment, delivering reliable follow-up and using offsite connectivity and mobile connectivity technology.

Strong verbal and written communication skills.

Effectiveness when working in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Operates independently and demonstrates pronounced characteristics of responsibility and motivation.

Microsoft Certified Systems Engineer.

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

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


If you would like to be considered for this opening, you should e-mail your qualifications to Please include the job number of the opportunity that you are considering.

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