Progent is looking for an experienced Online Support Engineer in Australia to help a variety of worldwide small business customers to maintain IT systems by telephone or remote access.

Benefits of Working with Progent
Progent is a progressive network consulting and information technology outsourcing firm headquartered in San Jose, California, in the center of Silicon Valley. Unique models for customer marketing, support delivery, network infrastructure, and employee benefits have allowed Progent to become one of the most rapidly growing and most respected Microsoft Gold Partners in America. Our extensive support database and collaborative approach to problem solving has helped Progent to build up a talented staff and a loyal international client base.

If you are a certified network consultant in Australia with remote customer assistance skills, joining Progent or supporting Progent's clients will improve your technical abilities through interaction with Progent's staff of mutually supportive, high-productivity engineers. Progent's concentration on offering IT expertise and network help to small businesses will give you the chance to operate closely with top executives and contribute measurably to the success of dynamic businesses. Also, Progent's virtual office infrastructure provides advanced tools for remote access and mobile communications to enable you to deliver fast solutions when you help with mission-critical tasks.


Job Title

Sr. Remote Service Engineer in Australia

Job Number

P018aus

Location

Work from home, virtual office environment.

Primary Activities

Help a range of small and midsize business clients to support computer systems online, using state-of-the-art tools including rules-based diagnostics and virtual office connections. Cooperate closely via phone with client's IS group to provide comprehensive IT outsourcing. Key fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, server monitoring, and network infrastructure. The Sr. Remote Support Engineer will troubleshoot application problems including desktop program compatibility issues, server trouble, data access issues, and Internet connection problems, without physical access, as long as the customer environment allows.

Associations

Reports to:
Manager of Customer Services

Cooperates Extensively with:
Client Services, Market Development Managers and other consultants

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


Responsibilities

Support and repair Windows 2K, 2003, and Windows 7 powered IT systems. Operate online to identify and repair both urgent and lingering issues related to availability, security, throughput, connectivity, and general functionality. Well-developed sensitivity and telephony-based people skills.

Install and configure Windows-based program 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 applications.

Plan and deploy information technology infrastructures and security approaches to support customer's corporate goals.

Support and manage Microsoft Outlook with back-end Exchange server, Microsoft Office applications, phone communications, and fast Internet access.

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

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

Create updated records of the system as it changes.

Specify and order new server and communications equipment and/or software in order to promote client's business success and to support additional applications.


Qualifications/
Education

Minimum Work Background
Seven years background in workstation and server management new program installation, hardware configuration, problem identification and repair).

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

Background in professional program help (Microsoft products in a range of customer infrastructures.

Familiarity with remote server monitoring utilities and offsite repair techniques.

Demonstrated talent to work effectively in a virtual office infrastructure, providing reliable follow-up and using offsite connectivity and wireless access technology.

Excellent verbal and written communication ability.

Effectiveness when operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates independently and demonstrates pronounced characteristics of ownership and motivation.

Education
Microsoft Certified Systems Engineer.

Cisco certification (CCDA, CCIE or similar).

Two-year degree in computer technology, or equivalent experience.


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If you want to pursue this job, you should send your qualifications to job-p018aus@progent.com. Be sure to include the job code of the position that you are applying for.

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