Progent is looking for an experienced Online Support Engineer in Australia to work with a range of worldwide small and midsize business clients to support computer systems via phone or online connections.

Benefits of Working with Progent
Progent is a progressive network consulting and IT outsourcing firm headquartered in San Jose, California, in the heart of Silicon Valley. Unique models for client marketing, service delivery, virtual office environment, and employee benefits have enabled Progent to be one of the fastest growing and most respected Microsoft Gold Partners in the United States. Our extensive technical information base and collaborative approach to problem solving has allowed Progent to retain a talented staff and a loyal international customer base.

If you are a senior IT support engineer in Australia with remote customer assistance expertise, joining Progent and working for Progent's clients will improve your technical abilities through interaction with Progent's team of mutually supportive, high-productivity engineers. Progent's focus on providing IT expertise and technical support to small and mid-size companies will be your opportunity to work closely with top executives and contribute significantly to the success of dynamic companies. Also, Progent's virtual office infrastructure provides state-of-the-art tools for remote access and mobile communications to enable you to implement fast solutions when you help with business-critical tasks.

Position Title

Senior Remote Service Engineer in Australia

Job Code



Home-based, virtual office environment.

Essential Activities

Work with a range of small and midsize company clients to maintain IT networks remotely, utilizing state-of-the-art technology such as automated monitoring and virtual office connections. Work closely via telephony with customer's IT staff to offer comprehensive IT outsourcing. Crucial fields of in-depth knowledge include Exchange-based email, Active Directory, protection, network monitoring, and system architecture. The Expert Online Service Engineer will troubleshoot application problems such as desktop application compatibility issues, server trouble, data service issues, and connectivity issues, without physical access, as long as the client environment permits.


Managed by:
Manager of Client Support

Interacts Extensively with:
Customer Support, Business Development Managers and other consultants

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


Service and repair Windows 2K, 2003, and Windows 7 powered information networks. Work online to diagnose and repair both emergency and lingering problems related to availability, protection, performance, connectivity, and overall functionality. Excellent empathy and telephony-based people skills.

Install and integrate Microsoft Windows-based program servers and .NET hosts. Set up and deploy Microsoft Windows 7, Windows Vista and Microsoft Windows XP workstation systems. Install and analyze a variety of information services and applications.

Plan and build information technology infrastructures and protection strategies to align with client's business goals.

Support and administer Microsoft Outlook with backoffice Microsoft Exchange server, Microsoft Office applications, telephony, and broadband Internet access.

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

Maximize system uptime and performance by means of zero-downtime design, efficient network architecture, and proactive network monitoring.

Produce updated records of the system as it changes.

Specify and order updated server and communications equipment and/or software to support customer's business growth and to host new programs.


Minimum Work Background
Seven years background in desktop and server administration new software installation, machine configuration, problem isolation and repair).

Proven network troubleshooting and analysis skills, ability to deploy quick resolutions to technical issues.

Background in business software support (Windows products in a variety of customer environments.

Familiarity with remote server monitoring utilities and remote repair methodologies.

Proven talent to operate effectively in a virtual office infrastructure, delivering consistent follow-through and utilizing remote connectivity and wireless 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 shows pronounced sense of responsibility and motivation.

Microsoft Certified Systems Engineer.

Cisco Accreditation (CCIE, CCNA, CCDA or equivalent).

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


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