Progent is looking for a Senior Remote Support Specialist to work with a variety of small company customers to maintain computer systems offsite, utilizing state-of-the-art technical tools such as automated monitoring and remote management cards.

Why Consultants Are Joining Progent
Progent is a progressive network consulting and IT outsourcing firm based in San Jose, CA, in the middle of Silicon Valley. Effective models for customer acquisition, support delivery, network infrastructure, and employee benefits have allowed Progent to become among the fastest growing and most respected Microsoft Gold Partners in the U.S. Our extensive technical information base and team style of problem solving has helped Progent to build up a strong 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 customers will expand your skills through cooperation with Progent's team of mutually supportive, high-output consultants. Progent's focus on providing IT expertise and network support to small companies will be your chance to work personally with decision makers and add significantly to the success of dynamic businesses. In addition, Progent's virtual office infrastructure offers state-of-the-art tools for remote access and mobile communications to enable you to implement fast solutions when you help with mission-critical tasks.

Job Title

Sr. Online Service Specialist

Job Number



Work from home, virtual office infrastructure.

Main Activities

Assist a range of small business customers to support computer systems remotely, using advanced technology such as rules-based diagnostics and virtual office connections. Work extensively via telephony with client's IS staff to offer complete outsourced services. Vital areas of expertise include Exchange-based email, Active Directory, security, server monitoring, and system architecture. The Sr. Remote Support Specialist will troubleshoot software problems such as PC program integration issues, server problems, data service problems, and Internet connection issues, without physical presence, if the customer infrastructure permits.


Managed by:
Director of Client Services

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

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


Service and troubleshoot Windows 2K, 2003, and Windows 7 based information networks. Work remotely to diagnose and repair both emergency and lingering problems related to uptime, protection, performance, connectivity, and general functionality. Well-developed empathy and phone-based communications skills.

Install and integrate Microsoft Windows-based program servers and Microsoft .NET hosts. Configure and integrate Microsoft Windows 7, Windows Vista and Windows XP workstation environments. Install and analyze various IT services and applications.

Design and deploy information technology infrastructures and protection approaches to support client's corporate goals.

Service and administer Outlook with back-end Microsoft Exchange server, Office suite, telephony, and fast Internet access.

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

Optimize network availability and throughput by means of zero-downtime configuration, efficient system infrastructure, and proactive network monitoring.

Create updated records of the environment as it evolves.

Spec out and procure new server and network hardware and/or software to support client's business growth and to support new programs.


Minimum Professional Experience
Seven years background in desktop and server management new program integration, hardware configuration, problem isolation and resolution).

Strong network repair and diagnostic capability, ability to implement quick workarounds to technical issues.

Background in business program help (Microsoft Background in a range of client infrastructures.

Familiarity with offsite network monitoring utilities and offsite repair techniques.

Demonstrated talent to work efficiently in a virtual office environment, delivering reliable follow-up and utilizing offsite access and mobile connectivity tools.

Strong verbal and written communication ability.

Effectiveness when operating in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong sense of responsibility and motivation.

Microsoft MCSE.

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

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


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