Progent is looking for an experienced Remote Support Specialist in Australia to assist a variety of worldwide small business customers to support information networks via telephone or remote access.

Why Consultants Are Working with Progent
Progent is an innovative computer support and information technology outsourcing company based in San Jose, California, in the center of Silicon Valley. Effective models for client acquisition, service delivery, virtual office environment, and employee compensation have allowed Progent to be one of the most rapidly growing and most respected Microsoft Gold Partners in America. Our extensive 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 a senior computer consultant in Australia with online technical support skills, joining Progent and supporting Progent's clients will improve your technical abilities through cooperation with Progent's team of collaborative, high-output consultants. Progent's concentration on providing IT expertise and network support to small and mid-size businesses will be your opportunity to work personally with top executives and contribute significantly to the success of dynamic companies. Also, Progent's virtual office infrastructure offers state-of-the-art technology for remote support and wireless connectivity to help you to implement fast solutions when you help with business-critical problems.


Position Title

Expert Online Support Specialist in Australia

Job Number

P018aus

Work Location

Home-based, virtual office environment.

Primary Activities

Work with a variety of small business customers to maintain IT systems remotely, using advanced technology such as rules-based diagnostics and virtual office connections. Work closely via phone with customer's IT staff to provide comprehensive IT outsourcing. Crucial fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, network monitoring, and system architecture. The Expert Online Support Engineer will resolve software problems such as PC application integration issues, server trouble, data service problems, and connectivity problems, without onsite presence, if the customer infrastructure allows.

Relationships

Managed by:
Director of Client Services

Cooperates Closely with:
Customer Support, Market Development Engineers and other engineers

External Associations:
Clients, technology resources, and vendors


Duties

Support and repair Microsoft Windows 2K, 2003, and Windows 7 powered information systems. Work remotely to identify and repair both emergency and lingering problems related to availability, security, throughput, access, and general functionality. Well-developed sensitivity and telephony-based people skills.

Install and configure Microsoft Windows-powered program servers and Microsoft .NET servers. Configure and deploy Microsoft Windows 7, Microsoft Windows Vista and Windows XP workstation systems. Install and evaluate various information services and programs.

Plan and build information technology architectures and protection strategies to align with client's corporate plans.

Support and manage Outlook clients with back-end Microsoft Exchange host, Office applications, telecom, and fast Internet access.

Design and implement migrations to Windows XP and Windows Server, Active Directory, and Microsoft Windows Exchange 2003.

Maximize network uptime and performance through non-stop configuration, efficient network architecture, and proactive server monitoring.

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

Specify and procure updated server and communications hardware and/or software to support client's business success and to host new programs.


Experience/
Education

Required Work Experience
7 years background in desktop and server management new software installation, hardware setup, problem identification and resolution).

Strong technical repair and diagnostic capability, ability to deploy fast workarounds to technical problems.

Background in professional program help (Windows family products).

Experience in a variety of client environments.

Familiarity with remote server monitoring tools and remote troubleshooting methodologies.

Proven talent to operate effectively in a virtual office infrastructure, delivering reliable follow-up and utilizing remote connectivity and wireless access technology.

Excellent verbal and written communication skills.

Effectiveness when operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows pronounced characteristics of ownership and motivation.

Schooling
Microsoft Certified Systems Engineer.

Cisco certification (CCDA, CCNA, CCDP, CCIP, CCNP, CCSP or CCIE).

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


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If you want to apply for this job, please send your qualifications to job-p018aus@progent.com. Please include the job code of the opening that interests you.

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