Progent is looking for a Senior Online Service Engineer in Australia to help a range of international small and midsize business clients to maintain computer networks via phone or remote access.

Why Consultants Are Working with Progent
Progent is a progressive network support and IT outsourcing company headquartered in San Jose, CA, in the heart of Silicon Valley. Effective models for client marketing, support delivery, network environment, and employee benefits have allowed Progent to become one of the fastest growing and most successful Microsoft Gold Partners in the United States. Our shared technical database and team style of problem solving has allowed Progent to build up a strong staff and a loyal worldwide customer base.

If you are a certified computer consultant in Australia with remote technical support expertise, teaming with Progent or working for Progent's customers will expand your skills through cooperation with Progent's team of collaborative, high-output engineers. Progent's focus on offering computer consulting and technical support to small businesses will give you the chance to operate personally with top executives and add significantly to the success of exciting companies. Also, Progent's virtual office infrastructure offers state-of-the-art tools for remote access and wireless communications to help you to implement quick solutions when you help with business-critical problems.

Job Title

Senior Online Support Specialist in Australia

Job Code



Work from home, virtual office environment.

Main Activities

Help a variety of small company customers to maintain information systems remotely, utilizing advanced tools such as automated monitoring and remote management cards. Work closely via phone with customer's IT group to provide complete outsourced services. Key fields of in-depth knowledge include Exchange and Outlook, Active Directory, protection, server monitoring, and system infrastructure. The Expert Online Service Engineer will troubleshoot software problems including desktop program integration issues, server trouble, data access issues, and Internet connection issues, without onsite access, as long as the client environment allows.


Reports to:
Manager of Client Support

Works Extensively with:
Customer Support, Market Development Managers and various consultants

Outside Relationships:
Customers, technology resources, and vendors


Service and troubleshoot Windows 2K, 2003, and Windows 7 based IT networks. Work remotely to identify and repair both emergency and lingering issues concerned with availability, security, performance, connectivity, and overall functionality. Excellent sensitivity and phone-based communications skills.

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

Design and build IT architectures and security approaches to align with client's business plans.

Service and manage Outlook clients with backoffice Microsoft Exchange host, Office suite, telecom, and broadband Internet connections.

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

Maximize system uptime and throughput by means of fault-tolerant design, smart system architecture, and proactive server monitoring.

Create on-going documentation of the environment as it evolves.

Specify and procure new server and communications equipment and/or software in order to support customer's business success and to host new applications.


Required Work Background
Seven years background in workstation and server management new software integration, machine configuration, problem isolation and repair).

Proven technical repair and analysis skills, ability to implement fast resolutions to technical issues.

Background in business software support (Microsoft family products).

Experience in a variety of customer environments.

Familiarity with offsite network monitoring tools and remote troubleshooting methodologies.

Proven ability to operate efficiently in a virtual office infrastructure, delivering consistent follow-through and using offsite access and mobile access tools.

Strong verbal and written communication ability.

Effectiveness when working in a group project.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows strong sense of ownership and initiative.

Microsoft MCSE.

Cisco Systems Accreditation (CCDA, CCIE or similar).

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


If you would like to be considered for this position, you should e-mail your qualifications to Be sure to include the job number of the opening that you are applying for.

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