Progent is looking for a Senior Remote Support Specialist in Australia to work with a variety of international small and midsize company clients to support computer systems by telephone or online connections.

Advantages of Joining Progent
Progent is an innovative computer consulting and information technology outsourcing company based in San Jose, CA, in the heart of Silicon Valley. Effective models for customer marketing, support delivery, network infrastructure, and employee compensation have enabled Progent to be one of the fastest growing and most successful Microsoft Gold Partners in the United States. Our shared technical database and collaborative approach to problem solving has allowed Progent to retain a strong staff and a loyal worldwide client base.

If you are an experienced computer engineer in Australia with online technical assistance skills, teaming with Progent or working for Progent's customers will expand your skills through interaction with Progent's team of collaborative, high-productivity engineers. Progent's concentration on providing computer expertise and technical help to small and mid-size businesses will be your chance to work closely with top executives and contribute measurably to the success of dynamic companies. In addition, Progent's virtual office infrastructure provides advanced technology for remote access and wireless communications to help you to deliver quick solutions when you take on mission-critical problems.


Position Title

Senior Online Support Engineer in Australia

Job Number

P018aus

Location

Work from home, virtual office infrastructure.

Essential Activities

Help a range of small and midsize business clients to support IT systems online, utilizing state-of-the-art tools including automated monitoring and virtual office connections. Work extensively via telephony with customer's IS staff to provide complete IT outsourcing. Crucial fields of in-depth knowledge include Exchange and Outlook, Active Directory, security, server monitoring, and system infrastructure. The Sr. Online Service Specialist will troubleshoot application problems including PC program integration issues, server problems, data access issues, and Internet connection problems, without onsite presence, as long as the client infrastructure allows.

Relationships

Reports to:
Director of Customer Services

Interacts Extensively with:
Client Services, Business Development Engineers and other engineers

External Associations:
Clients, technical resources, and vendors


Responsibilities

Service and troubleshoot Windows 2000/2003 based information networks. Operate remotely to diagnose and repair both urgent and chronic problems concerned with availability, protection, performance, access, and overall functionality. Well-developed sensitivity and telephony-based people skills.

Install and integrate Windows-powered application servers and .NET hosts. Configure and deploy Windows 7, Windows Vista and Microsoft Windows XP desktop environments. Setup and evaluate various IT services and programs.

Plan and deploy information technology infrastructures and security approaches to align with client's business plans.

Support and administer Outlook with back-end Exchange host, Microsoft Office suite, telecom, and high-speed Internet access.

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

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

Produce updated documentation of the system as it changes.

Specify and order new server and communications hardware and/or software in order to promote customer's business growth and to host new applications.


Qualifications/
Schooling

Minimum Professional Background
7 years background in workstation and server administration new software installation, hardware configuration, problem isolation and repair).

Strong technical troubleshooting and diagnostic skills, knowledge to deploy quick resolutions to integration problems.

Background in professional software help (Microsoft Background in a variety of customer infrastructures.

Experience with remote network monitoring utilities and offsite repair techniques.

Proven talent to work effectively in a virtual office infrastructure, providing reliable follow-up and using remote connectivity and mobile connectivity technology.

Excellent verbal and written communication ability.

Effectiveness when working in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows pronounced characteristics of responsibility and initiative.

Schooling
Microsoft MCSE.

Cisco Systems Accreditation (CCDA, CCIE or similar).

2-year degree in information technology, or equivalent experience.


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If you would like to apply for this position, you should send your resume to job-p018aus@progent.com. Be sure to specify the job code of the opening that you are asking about.

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