Progent is looking for a Senior Online Service Specialist in Australia to assist a variety of international small business customers to support information systems by phone or remote connections.

Advantages of Joining Progent
Progent is a progressive computer consulting and IT outsourcing company based in San Jose, California, in the heart of Silicon Valley. Unique models for client marketing, support delivery, network environment, and employee compensation have enabled Progent to be among the fastest growing and most respected Microsoft Gold Partners in the United States. Our shared technical database and collaborative approach to problem resolution has helped Progent to build up a strong staff and a satisfied worldwide customer base.

If you are a certified IT support engineer in Australia with online customer support skills, joining Progent or working for Progent's clients will expand your technical abilities through interaction with Progent's staff of collaborative, high-output consultants. Progent's focus on offering computer consulting and network support to small companies will give you the opportunity to operate closely with top executives and add significantly to the success of dynamic companies. In addition, Progent's virtual office infrastructure offers state-of-the-art tools for remote access and wireless connectivity to enable you to implement fast solutions when you take on business-critical tasks.


Position Title

Senior Remote Support Engineer in Australia

Job Number

P018aus

Work Location

Work from home, virtual office infrastructure.

Main Functions

Help a range of small company clients to support information networks online, utilizing state-of-the-art technology including automated monitoring and virtual office connections. Cooperate closely via telephony with customer's IS group to offer comprehensive IT outsourcing. Key fields of in-depth knowledge include Exchange-based email, Active Directory, protection, network monitoring, and system architecture. The Expert Remote Service Specialist will troubleshoot software problems including desktop application integration issues, server trouble, data access issues, and Internet connection problems, without physical access, if the client environment allows.

Associations

Managed by:
Director of Client Services

Cooperates Extensively with:
Client Support, Market Development Managers and various consultants

Outside Relationships:
Clients, technology resources, and vendors


Responsibilities

Support and troubleshoot Windows 2K, 2003, and Windows 7 based information systems. Work remotely to identify and resolve both emergency and chronic issues related to uptime, security, throughput, connectivity, and general efficiency. Well-developed empathy and phone-based people skills.

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

Plan and deploy IT infrastructures and security approaches to support customer's business plans.

Support and manage Microsoft Outlook with back-end Microsoft Exchange server, Microsoft Office suite, telephony, and high-speed Internet access.

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

Maximize system uptime and throughput by means of zero-downtime design, efficient network infrastructure, and automated server monitoring.

Produce updated documentation of the system as it evolves.

Spec out and order new server and network equipment and/or software in order to promote customer's business growth and to support additional applications.


Qualifications/
Schooling

Required Professional Experience
7 years background in desktop and server management new software installation, machine configuration, problem identification and repair).

Proven technical repair and analysis capability, ability to implement fast workarounds to technical problems.

Experience in professional program support (Windows products in a range of client environments.

Familiarity with remote network monitoring tools and offsite repair techniques.

Proven talent to work efficiently in a virtual office infrastructure, delivering consistent follow-up and using offsite connectivity and wireless connectivity tools.

Strong verbal and written communication skills.

Effectiveness when operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows strong sense of ownership and motivation.

Education/Certification
Microsoft Certified Systems Engineer.

Cisco Systems certification (CCDA, CCIE or similar).

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


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If you want to be considered for this job, please send your qualifications to job-p018aus@progent.com. Be sure to include the job number of the opening that you are considering.

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