Progent has openings for an experienced Remote Support Specialist in Australia to work with a variety of international small company clients to maintain information networks via telephone or online connections.

Advantages of Working with Progent
Progent is an innovative network support and information technology outsourcing firm based in San Jose, California, in the heart of Silicon Valley. Effective models for customer acquisition, service delivery, virtual office environment, and employee compensation have allowed Progent to become among the most rapidly growing and most successful Microsoft Gold Partners in the U.S. Our extensive technical information base and team style of problem resolution has allowed Progent to retain a strong staff and a satisfied international customer base.

If you are a certified computer engineer in Australia with remote customer support skills, teaming with Progent and supporting Progent's clients will expand your technical abilities through cooperation with Progent's staff of mutually supportive, high-output consultants. Progent's concentration on offering computer expertise and technical support to small businesses will give you the chance to operate closely with top executives and add significantly to the success of exciting businesses. Also, Progent's virtual office network offers state-of-the-art tools for remote support and mobile connectivity to enable you to implement quick solutions when you help with mission-critical problems.


Position Title

Sr. Online Support Specialist in Australia

Job Code

P018aus

Work Location

Work from home, virtual office infrastructure.

Essential Functions

Help a variety of small and midsize business clients to support information systems remotely, utilizing state-of-the-art tools including automated monitoring and remote management cards. Cooperate extensively via telephony with customer's IT group to provide comprehensive outsourced services. Crucial fields of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and network architecture. The Senior Remote Support Specialist will resolve application problems such as desktop program compatibility issues, server problems, data access issues, and Internet connection issues, without onsite presence, if the client infrastructure permits.

Relationships

Managed by:
Manager of Customer Support

Interacts Extensively with:
Customer Services, Market Development Engineers and various engineers

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


Duties

Support and repair Windows 2K, 2003, and Windows 7 powered information systems. Operate online to identify and resolve both emergency and chronic issues concerned with uptime, security, performance, connectivity, and general efficiency. Excellent sensitivity and telephony-based communications skills.

Set up and configure Windows-based application servers and .NET servers. Set up and integrate Windows 7, Windows Vista and Windows XP workstation environments. Setup and analyze a variety of IT services and programs.

Plan and deploy information technology infrastructures and security strategies to align with client's business goals.

Service and administer Outlook clients with back-end Exchange server, Microsoft Office applications, phone communications, and broadband Internet connections.

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

Maximize system availability and performance by means of zero-downtime configuration, smart network architecture, and automated network monitoring.

Create updated documentation of the environment as it evolves.

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


Experience/
Schooling

Minimum Work Experience
7 years background in desktop and server administration new program installation, hardware setup, problem isolation and resolution).

Proven network troubleshooting and diagnostic capability, ability to deploy fast workarounds to technical problems.

Experience in professional software help (Microsoft family products).

Experience in a variety of client infrastructures.

Experience with remote server monitoring utilities and remote troubleshooting methodologies.

Proven talent to work efficiently in a virtual office infrastructure, providing consistent follow-up and using offsite connectivity and wireless access tools.

Strong verbal and written communication ability.

Accustomed to working in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and demonstrates strong sense of responsibility and motivation.

Schooling
Microsoft Certified Systems Engineer.

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

2-year degree in computer science, or equivalent experience.


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If you wish to be considered for this opening, you should send your qualifications to job-p018aus@progent.com. Be sure to include the job code of the position that you are considering.

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