Progent is looking for a Senior Remote Support Specialist in Australia to help a variety of worldwide small business clients to support computer systems by telephone or online access.

Benefits of Teaming with Progent
Progent is a progressive network support and information technology outsourcing company based in San Jose, California, in the heart of Silicon Valley. Unique models for client acquisition, support delivery, network environment, and employee compensation have allowed Progent to become among the fastest growing and most successful Microsoft Gold Partners in the United States. Our extensive technical information base and collaborative style of problem resolution has helped Progent to retain a strong staff and a loyal international client base.

If you are a certified computer engineer in Australia with remote technical assistance skills, teaming with Progent or working for Progent's customers will improve your technical abilities through cooperation with Progent's team of mutually supportive, high-productivity consultants. Progent's concentration on providing computer expertise and technical support to small and mid-size businesses will be your opportunity to operate personally with decision makers and add measurably to the success of dynamic companies. In addition, Progent's virtual office network provides state-of-the-art technology for remote access and wireless connectivity to enable you to implement quick solutions when you take on business-critical problems.


Job Title

Expert Remote Service Engineer in Australia

Job Number

P018aus

Location

Home-based, virtual office environment.

Essential Functions

Help a range of small and midsize business customers to support computer systems remotely, using advanced technology including automated monitoring and virtual office connections. Work closely via phone with customer's IT staff to provide comprehensive outsourced services. Key areas of expertise include Exchange-based email, Active Directory, protection, network monitoring, and system infrastructure. The Expert Remote Service Specialist will troubleshoot application problems including PC application compatibility issues, server trouble, data access issues, and Internet connection problems, without onsite presence, as long as the client infrastructure permits.

Associations

Reports to:
Director of Client Support

Cooperates Extensively with:
Client Support, Market Development Managers and other engineers

External Associations:
Clients, technology resources, and manufacturers/publishers


Responsibilities

Support and troubleshoot Windows 2000/2003 based information networks. Work remotely to diagnose and resolve both emergency and chronic issues concerned with uptime, security, throughput, access, and general functionality. Well-developed empathy and telephony-based people skills.

Install and configure Microsoft Windows-based application servers and .NET servers. Set up and deploy Windows 7, Windows Vista and Windows XP desktop environments. Setup and evaluate a variety of information services and applications.

Plan and deploy information technology architectures and security strategies to align with client's corporate goals.

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

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

Optimize network uptime and throughput by means of fault-tolerant design, smart network architecture, and proactive server monitoring.

Produce on-going records of the system as it evolves.

Spec out and order new server and communications equipment and/or software to support customer's business success and to host additional programs.


Qualifications/
Schooling

Required Professional Experience
Seven years experience in workstation and server management new software installation, hardware setup, problem isolation and resolution).

Strong network troubleshooting and analysis skills, knowledge to implement fast workarounds to technical problems.

Background in business software help (Windows family products).

Experience in a variety of client environments.

Familiarity with remote server monitoring tools and offsite troubleshooting methodologies.

Demonstrated ability to work efficiently in a virtual office environment, delivering reliable follow-up and utilizing remote connectivity and wireless access tools.

Excellent verbal and written communication skills.

Effectiveness when working in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows pronounced characteristics of ownership and motivation.

Education/Certification
Microsoft Certified Systems Engineer.

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

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


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If you would like to apply for this job, you should send your qualifications to job-p018aus@progent.com. Please include the job number of the opportunity that you are applying for.

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