Progent is looking for a Senior Online Service Engineer in Australia to help a range of worldwide small company customers to maintain IT networks via telephone or remote access.

Advantages of Joining Progent
Progent is a progressive computer support and information technology outsourcing company based in San Jose, California, in the middle of Silicon Valley. Effective models for customer acquisition, service delivery, network environment, and employee benefits have enabled Progent to be one of the most rapidly growing and most respected Microsoft Gold Partners in the U.S. Our shared support information base and collaborative style of problem resolution has allowed Progent to retain a strong staff and a loyal worldwide client base.

If you are an experienced network consultant in Australia with remote customer support skills, joining Progent or working for Progent's clients will improve your technical abilities through interaction with Progent's staff of mutually supportive, high-output engineers. Progent's focus on offering computer consulting and network support to small businesses will give you the chance to work personally with decision makers and contribute significantly to the success of dynamic companies. Also, Progent's virtual office infrastructure offers advanced tools for remote access and mobile connectivity to help you to deliver fast solutions when you take on mission-critical problems.

Job Title

Expert Remote Service Specialist in Australia

Job Code


Work Location

Home-based, virtual office environment.

Main Functions

Help a range of small business clients to maintain information systems remotely, using advanced tools such as rules-based diagnostics and virtual office connections. Work closely via phone with customer's IT group to offer comprehensive outsourced services. Crucial areas of in-depth knowledge include Microsoft Exchange, Active Directory, security, network monitoring, and network infrastructure. The Senior Remote Service Specialist will troubleshoot software problems such as desktop application integration issues, server problems, data service issues, and Internet connection problems, without physical presence, if the customer infrastructure permits.


Managed by:
Manager of Client Support

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

External Associations:
Clients, technology resources, and vendors


Support and repair Windows 2000/2003 based information networks. Operate remotely to identify and resolve both urgent and lingering issues related to uptime, protection, performance, access, and overall efficiency. Excellent empathy and phone-based people skills.

Set up and configure Windows-based application servers and .NET servers. Set up and integrate Microsoft Windows 7, Microsoft Windows Vista and Windows XP workstation systems. Install and evaluate a variety of information services and programs.

Design and build information technology architectures and security strategies to align with client's business goals.

Service and manage Outlook clients with back-end Exchange host, Microsoft Office applications, telecom, and high-speed Internet connections.

Plan and perform upgrades to Windows XP and Windows Server, Active Directory, and Windows Exchange 2003.

Maximize network uptime and performance by means of zero-downtime configuration, smart network infrastructure, and proactive server monitoring.

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

Specify and procure new server and communications equipment and/or software in order to promote customer's business growth and to support new applications.


Minimum Work Background
7 years background in workstation and server administration new program integration, hardware setup, problem isolation and repair).

Strong technical troubleshooting and diagnostic capability, knowledge to implement fast workarounds to integration problems.

Experience in business software support (Microsoft family products).

Experience in a range of client infrastructures.

Experience with offsite server monitoring utilities and offsite troubleshooting methodologies.

Proven talent to work effectively in a virtual office infrastructure, delivering consistent follow-through and using offsite connectivity and mobile access tools.

Excellent verbal and written communication skills.

Accustomed to working in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and demonstrates strong characteristics of ownership and motivation.

Microsoft Certified Systems Engineer.

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

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


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