Progent has openings for a Senior Remote Support Specialist in Australia to work with a range of worldwide small company clients to support information systems by phone or online connections.

Advantages of Joining Progent
Progent is an innovative network support and information technology outsourcing firm headquartered in San Jose, California, in the center of Silicon Valley. Unique models for client acquisition, support delivery, network infrastructure, and employee benefits have enabled Progent to become one of the most rapidly growing and most respected Microsoft Gold Partners in America. Our extensive technical information base and collaborative approach to problem solving has helped Progent to build up a talented staff and a loyal worldwide client base.

If you are a certified network engineer in Australia with online customer support expertise, teaming with Progent or working for Progent's customers will improve your technical abilities through interaction with Progent's staff of collaborative, high-productivity consultants. Progent's concentration on providing IT expertise and network support to small and mid-size companies will give you the chance to work closely with top executives and add measurably to the success of exciting businesses. Also, Progent's virtual office infrastructure provides advanced tools for remote access and wireless connectivity to help you to implement quick solutions when you take on mission-critical problems.


Position Title

Expert Remote Support Specialist in Australia

Job Number

P018aus

Work Location

Home-based, virtual office environment.

Essential Activities

Assist a range of small business customers to support computer systems online, utilizing advanced technology such as automated monitoring and remote management cards. Cooperate extensively via telephony with client's IS staff to offer comprehensive IT outsourcing. Vital fields of expertise include Exchange and Outlook, Active Directory, security, server monitoring, and system infrastructure. The Expert Remote Support Specialist will resolve application problems including PC program integration issues, server trouble, data access problems, and connectivity issues, without onsite presence, if the client infrastructure permits.

Associations

Reports to:
Manager of Client Support

Interacts Closely with:
Client Services, Market Development Managers and other engineers

External Associations:
Clients, technology resources, and vendors


Responsibilities

Service and repair Microsoft Windows 2K, 2003, and Windows 7 powered IT systems. Operate remotely to identify and repair both emergency and lingering issues related to uptime, security, performance, access, and overall efficiency. Well-developed empathy and phone-based people skills.

Install and configure Microsoft Windows-based application servers and .NET hosts. Set up and deploy Windows 7, Windows Vista and Microsoft Windows XP workstation systems. Install and analyze various IT services and programs.

Design and build IT architectures and security approaches to support client's business goals.

Support and manage Microsoft Outlook with backoffice Exchange server, Microsoft Office applications, telephony, and high-speed Internet connections.

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

Maximize system uptime and throughput through non-stop design, efficient system infrastructure, and automated server monitoring.

Create updated records of the environment as it changes.

Specify and order updated server and network hardware and/or software to promote customer's business growth and to host additional programs.


Qualifications/
Education

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

Proven network troubleshooting and analysis skills, ability to deploy quick workarounds to integration issues.

Background in professional program help (Microsoft products in a range of client environments.

Familiarity with offsite network monitoring tools and remote troubleshooting techniques.

Demonstrated ability to work efficiently in a virtual office environment, providing reliable follow-through and using offsite connectivity and wireless connectivity tools.

Excellent verbal and written communication skills.

Effectiveness when working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows pronounced sense of ownership and motivation.

Education
Microsoft MCSE.

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

Two-year degree in computer science, or equivalent field work.


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If you wish to pursue this job, please e-mail your qualifications to job-p018aus@progent.com. Please specify the job code of the position that you are applying for.

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