Progent has openings for an experienced Online Support Specialist in Australia to work with a variety of international small and midsize company customers to support IT networks via phone or remote access.

Benefits of Joining Progent
Progent is an innovative computer consulting and IT outsourcing firm headquartered in San Jose, CA, in the center of Silicon Valley. Effective models for customer marketing, support delivery, virtual office infrastructure, and employee benefits have enabled Progent to become one of the most rapidly growing and most respected Microsoft Gold Partners in the United States. Our shared support information base and team approach to problem solving has allowed Progent to build up a strong staff and a satisfied worldwide customer base.

If you are an experienced computer consultant in Australia with remote customer assistance expertise, teaming with Progent or working for Progent's clients will improve your skills through interaction with Progent's team of mutually supportive, high-productivity consultants. Progent's concentration on offering computer consulting and technical help to small and mid-size companies will be your opportunity to work personally with decision makers and contribute significantly to the growth of exciting companies. Also, Progent's virtual office network provides state-of-the-art tools for remote support and mobile connectivity to help you to deliver quick solutions when you take on business-critical problems.


Position Title

Sr. Online Support Engineer in Australia

Job Number

P018aus

Work Location

Work from home, virtual office infrastructure.

Primary Activities

Work with a range of small and midsize company customers to support information systems online, utilizing state-of-the-art technology such as automated monitoring and virtual office connections. Work closely via phone with customer's IS group to offer comprehensive IT outsourcing. Key fields of expertise include Exchange-based email, Active Directory, security, server monitoring, and network infrastructure. The Expert Remote Support Specialist will resolve software problems such as PC application integration issues, server trouble, data access problems, and connectivity problems, without physical presence, as long as the customer infrastructure permits.

Relationships

Managed by:
Director of Customer Services

Cooperates Closely with:
Client Support, Business Development Engineers and various engineers

External Relationships:
Customers, technical resources, and manufacturers/publishers


Responsibilities

Support and troubleshoot Windows 2K, 2003, and Windows 7 powered information networks. Work online to identify and resolve both urgent and chronic problems concerned with availability, protection, performance, connectivity, and overall functionality. Well-developed sensitivity and phone-based communications skills.

Install and integrate Microsoft Windows-powered application servers and Microsoft .NET servers. Set up and deploy Windows 7, Windows Vista and Microsoft Windows XP desktop environments. Install and analyze various information services and programs.

Design and build IT infrastructures and protection strategies to align with customer's business plans.

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

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

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

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

Spec out and order updated server and network hardware and/or software in order to support customer's business success and to support new programs.


Qualifications/
Education

Minimum Professional Background
Seven years background in workstation and server management new program integration, machine configuration, problem identification and resolution).

Strong technical repair and diagnostic skills, ability to deploy fast resolutions to technical problems.

Experience in professional software help (Windows family products).

Experience in a range of client environments.

Experience with offsite server monitoring tools and remote troubleshooting methodologies.

Proven ability to operate effectively in a virtual office environment, delivering reliable follow-up and utilizing offsite access and mobile connectivity technology.

Excellent verbal and written communication skills.

Effectiveness when operating in a team environment.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows pronounced characteristics of responsibility and initiative.

Education
Microsoft MCSE.

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

2-year degree in computer technology, or equivalent work background.


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If you would like to be considered for this opening, you should send your qualifications to job-p018aus@progent.com. Please specify the job number of the opportunity that you are asking about.

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