Progent has openings for an experienced Remote Service Specialist in Australia to assist a variety of worldwide small and midsize business customers to support IT systems via phone or remote access.

Advantages of Joining Progent
Progent is a progressive computer support and information technology outsourcing firm based in San Jose, CA, in the center of Silicon Valley. Unique models for customer marketing, service delivery, virtual office infrastructure, and employee benefits have allowed Progent to be one of the fastest growing and most successful Microsoft Gold Partners in America. Our shared technical information base and collaborative approach to problem resolution has helped Progent to build up a strong staff and a loyal international customer base.

If you are an experienced computer engineer in Australia with remote technical support expertise, joining Progent or working for Progent's clients will improve your skills through interaction with Progent's staff of mutually supportive, high-productivity consultants. Progent's concentration on providing computer expertise and technical help to small and mid-size companies will be your opportunity to work personally with top executives and contribute measurably to the success of exciting businesses. In addition, Progent's virtual office infrastructure provides advanced technology for remote access and wireless communications to enable you to implement fast solutions when you help with business-critical tasks.

Position Title

Senior Online Support Specialist in Australia

Job Code



Work from home, virtual office infrastructure.

Primary Functions

Help a variety of small company customers to support computer systems remotely, using advanced tools including rules-based diagnostics and remote management cards. Work closely via phone with client's IS staff to provide complete outsourced services. Crucial fields of expertise include Exchange and Outlook, Active Directory, protection, server monitoring, and system infrastructure. The Expert Online Support Engineer will troubleshoot software problems such as PC application integration issues, server trouble, data access problems, and connectivity problems, without onsite presence, if the customer environment allows.


Reports to:
Manager of Client Support

Cooperates Closely with:
Client Services, Business Development Engineers and other consultants

External Relationships:
Customers, technical resources, and vendors


Support and troubleshoot Windows 2000/2003 based IT systems. Operate online to identify and resolve both urgent and chronic issues related to uptime, protection, throughput, connectivity, and general functionality. Excellent empathy and phone-based communications skills.

Set up and integrate Microsoft Windows-based program servers and Microsoft .NET servers. Set up and integrate Windows 7, Microsoft Windows Vista and Windows XP workstation environments. Install and evaluate a variety of information services and applications.

Plan and build IT architectures and security approaches to support client's corporate goals.

Service and manage Microsoft Outlook with back-end Exchange server, Office suite, phone communications, and high-speed Internet connections.

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

Optimize system availability and performance through fault-tolerant design, efficient system architecture, and automated network monitoring.

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

Spec out and procure updated server and communications hardware and/or software in order to promote customer's business success and to host additional applications.


Minimum Work Background
Seven years background in desktop and server management new program integration, machine setup, problem isolation and repair).

Proven network troubleshooting and analysis skills, knowledge to deploy fast workarounds to integration issues.

Background in business software help (Windows products in a range of client environments.

Familiarity with offsite network monitoring tools and offsite troubleshooting techniques.

Demonstrated ability to work effectively in a virtual office infrastructure, delivering reliable follow-through and utilizing remote access and wireless access technology.

Strong verbal and written communication skills.

Effectiveness when operating in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows pronounced sense of responsibility and motivation.

Microsoft Certified Systems Engineer.

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

Two-year degree in information technology, or equivalent work background.


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