Progent is looking for a Senior Remote Support Specialist in Australia to work with a variety of worldwide small and midsize business customers to maintain computer networks by telephone or remote access.

Benefits of Working with Progent
Progent is an innovative network support and IT outsourcing firm based in San Jose, CA, in the center of Silicon Valley. Unique models for client marketing, support delivery, virtual office infrastructure, and employee benefits have enabled Progent to become among the most rapidly growing and most successful Microsoft Gold Partners in America. Our extensive support information base and collaborative approach to problem resolution has allowed Progent to retain a strong staff and a satisfied international client base.

If you are a certified network engineer in Australia with remote customer support skills, joining Progent or working for Progent's clients will expand your skills through cooperation with Progent's team of mutually supportive, high-output engineers. Progent's concentration on offering IT expertise and network support to small and mid-size companies will be your chance to operate closely with top executives and contribute measurably to the success of exciting companies. Also, Progent's virtual office infrastructure provides advanced tools for remote access and mobile connectivity to enable you to deliver fast solutions when you help with mission-critical problems.


Position Title

Sr. Online Service Engineer in Australia

Job Number

P018aus

Work Location

Home-based, virtual office infrastructure.

Essential Activities

Assist a variety of small company clients to support IT networks online, utilizing advanced technology such as automated monitoring and remote management cards. Cooperate closely via phone with customer's IT staff to offer complete IT outsourcing. Vital areas of in-depth knowledge include Microsoft Exchange, Active Directory, security, server monitoring, and system infrastructure. The Sr. Remote Service Engineer will troubleshoot application problems including PC application compatibility issues, server trouble, data access problems, and Internet connection issues, without onsite access, if the customer environment allows.

Relationships

Reports to:
Manager of Client Support

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

External Relationships:
Clients, technical resources, and vendors


Responsibilities

Support and repair Microsoft Windows 2K, 2003, and Windows 7 based information systems. Operate online to identify and resolve both emergency and chronic issues related to availability, protection, throughput, connectivity, and general functionality. Well-developed sensitivity and telephony-based communications skills.

Set up and integrate Microsoft Windows-based application servers and Microsoft .NET hosts. Configure and integrate Microsoft Windows 7, Microsoft Windows Vista and Windows XP desktop systems. Setup and analyze various IT services and applications.

Design and build information technology infrastructures and security approaches to support customer's corporate plans.

Support and manage Outlook with back-end Exchange server, Microsoft Office applications, phone communications, and high-speed Internet connections.

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

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

Produce on-going documentation of the system as it changes.

Specify and procure new server and network hardware and/or software in order to support client's business growth and to support additional applications.


Qualifications/
Schooling

Minimum Work Experience
Seven years background in desktop and server administration new program integration, machine setup, problem isolation and repair).

Proven network repair and analysis capability, knowledge to implement quick resolutions to integration issues.

Experience in business program support (Microsoft family products).

Experience in a variety of customer environments.

Experience with remote network monitoring tools and remote repair methodologies.

Proven ability to operate effectively in a virtual office environment, delivering reliable follow-through and utilizing remote connectivity and mobile access technology.

Strong verbal and written communication skills.

Effectiveness when operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates pronounced sense of ownership and motivation.

Education
Microsoft MCSE.

Cisco Accreditation (CCDA, CCIE or similar).

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


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If you would like to pursue this position, please e-mail your resume to job-p018aus@progent.com. Be sure to specify the job number of the opening that you are applying for.

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