Progent is looking for an experienced Online Support Specialist in Australia to help a range of worldwide small business customers to support computer systems by telephone or online access.

Advantages of Working with Progent
Progent is a progressive computer consulting and information technology outsourcing company headquartered in San Jose, CA, in the heart of Silicon Valley. Unique models for customer acquisition, service delivery, network environment, and employee benefits have enabled Progent to be among the fastest growing and most respected Microsoft Gold Partners in the U.S. Our shared technical database and team approach to problem solving has helped Progent to retain a talented staff and a satisfied international customer base.

If you are a senior network engineer in Australia with online customer support skills, teaming with Progent or working for Progent's clients will improve your technical abilities through interaction with Progent's staff of mutually supportive, high-output consultants. Progent's concentration on offering IT consulting and network help to small and mid-size companies will be your opportunity to work closely with decision makers and contribute measurably to the growth of dynamic businesses. In addition, Progent's virtual office network provides state-of-the-art technology for remote support and mobile communications to help you to implement fast solutions when you take on mission-critical problems.

Job Title

Senior Online Support Engineer in Australia

Job Number



Work from home, virtual office environment.

Essential Activities

Work with a range of small company clients to maintain IT systems remotely, utilizing advanced tools including rules-based diagnostics and remote management cards. Cooperate extensively via phone with customer's IS group to provide comprehensive outsourced services. Vital fields of in-depth knowledge include Exchange-based email, Active Directory, security, network monitoring, and network infrastructure. The Expert Remote Support Specialist will resolve application problems such as PC program integration issues, server problems, data service issues, and connectivity issues, without physical presence, as long as the client environment permits.


Reports to:
Manager of Client Support

Works Extensively with:
Customer Support, Business Development Engineers and other engineers

External Associations:
Clients, technical resources, and manufacturers/publishers


Service and troubleshoot Windows 2K, 2003, and Windows 7 powered IT networks. Operate online to diagnose and repair both urgent and lingering issues concerned with availability, protection, throughput, connectivity, and overall efficiency. Excellent sensitivity and phone-based people skills.

Install and configure Windows-powered program servers and .NET servers. Set up and integrate Windows 7, Microsoft Windows Vista and Microsoft Windows XP workstation environments. Setup and evaluate various information services and applications.

Plan and deploy information technology architectures and protection strategies to align with customer's business plans.

Support and administer Outlook with backoffice Exchange host, Microsoft Office applications, telecom, and broadband Internet connections.

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

Optimize network availability and performance through zero-downtime design, efficient system infrastructure, and proactive server monitoring.

Create on-going records of the environment as it changes.

Specify and order updated server and communications equipment and/or software to support customer's business success and to host additional programs.


Minimum Work Background
7 years experience in workstation and server administration new program installation, hardware configuration, problem isolation and repair).

Proven network repair and analysis skills, ability to implement quick resolutions to integration issues.

Background in professional software help (Microsoft products in a range of customer environments.

Experience with remote server monitoring tools and offsite troubleshooting methodologies.

Proven ability to work efficiently in a virtual office infrastructure, delivering reliable follow-through and utilizing remote access and mobile access tools.

Strong verbal and written communication skills.

Accustomed to working in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works unsupervised and shows pronounced sense of ownership and initiative.

Microsoft MCSE.

Cisco Systems Accreditation (CCIE, CCNA, CCDA or equivalent).

Two-year degree in information science, or equivalent experience.


If you want to pursue this job, please e-mail your resume to Be sure to specify the job code of the opening that you are considering.

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