Progent has openings for an experienced Remote Service Engineer in Australia to work with a variety of worldwide small business clients to support computer systems via telephone or remote connections.

Why Consultants Are Teaming with Progent
Progent is an innovative network support and IT outsourcing company based in San Jose, CA, in the center of Silicon Valley. Effective models for client acquisition, service delivery, network environment, and employee compensation have allowed Progent to be one of the most rapidly growing and most successful Microsoft Gold Partners in the United States. Our shared technical database and collaborative style of problem resolution has helped Progent to build up a strong staff and a loyal worldwide customer base.

If you are an experienced IT support engineer in Australia with online customer support expertise, teaming with Progent or supporting Progent's clients will improve your technical abilities through interaction with Progent's staff of mutually supportive, high-productivity engineers. Progent's focus on providing IT expertise and network support to small and mid-size companies will be your opportunity to work closely with decision makers and add measurably to the success of dynamic companies. In addition, Progent's virtual office network offers advanced technology for remote support and wireless connectivity to help you to deliver fast solutions when you take on business-critical problems.


Job Title

Expert Remote Service Specialist in Australia

Job Number

P018aus

Work Location

Home-based, virtual office environment.

Primary Functions

Help a range of small business customers to support IT networks remotely, using advanced tools including rules-based diagnostics and remote management cards. Cooperate extensively via phone with customer's IT group to offer complete IT outsourcing. Key fields of in-depth knowledge include Exchange-based email, Active Directory, protection, server monitoring, and network architecture. The Senior Remote Service Engineer will resolve software problems such as desktop program integration issues, server problems, data service issues, and connectivity issues, without onsite presence, if the client infrastructure allows.

Associations

Reports to:
Director of Customer Services

Works Closely with:
Client Support, Business Development Engineers and other engineers

Outside Relationships:
Clients, technology resources, and manufacturers/publishers


Duties

Service and troubleshoot Windows 2000/2003 based information systems. Operate online to diagnose and repair both emergency and lingering issues concerned with availability, protection, throughput, connectivity, and general functionality. Excellent sensitivity and phone-based communications skills.

Set up and configure Microsoft Windows-based application servers and .NET servers. Set up and deploy Microsoft Windows 7, Microsoft Windows Vista and Microsoft Windows XP workstation systems. Setup and evaluate a variety of information services and programs.

Plan and build IT architectures and security strategies to align with client's business plans.

Service and manage Outlook clients with backoffice Microsoft Exchange host, Office applications, phone communications, and high-speed Internet connections.

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

Optimize system uptime and throughput by means of fault-tolerant design, efficient network infrastructure, and proactive server monitoring.

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

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


Experience/
Education

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

Strong technical repair and diagnostic capability, ability to deploy fast resolutions to technical issues.

Experience in professional software support (Windows Background in a variety of client environments.

Experience with offsite network monitoring utilities and offsite troubleshooting methodologies.

Proven ability to work effectively in a virtual office environment, providing consistent follow-up and utilizing remote connectivity and mobile access tools.

Excellent verbal and written communication ability.

Accustomed to operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows pronounced sense of ownership and initiative.

Education
Microsoft Certified Systems Engineer.

Cisco Systems certification (CCDA, CCIE or similar).

Two-year degree in information science, or equivalent work background.


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If you would like to be considered for this position, please send your qualifications to job-p018aus@progent.com. Be sure to specify the job code of the position that you are applying for.

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