Progent is looking for a Senior Remote Support Specialist in Australia to assist a variety of international small and midsize company clients to maintain IT systems by phone or online connections.

Why Consultants Are Joining Progent
Progent is an innovative computer consulting and information technology outsourcing company headquartered in San Jose, California, in the heart of Silicon Valley. Effective models for customer marketing, service delivery, virtual office environment, and employee benefits have allowed Progent to be among the fastest growing and most respected Microsoft Gold Partners in the U.S. Our extensive support information base and team approach to problem solving has allowed Progent to retain a strong staff and a loyal international customer base.

If you are a certified network engineer in Australia with remote customer support skills, joining Progent or working for Progent's clients will improve your technical abilities through cooperation with Progent's team of collaborative, high-productivity engineers. Progent's concentration on offering IT expertise and technical support to small and mid-size companies will give you the opportunity to work personally with top executives and add measurably to the growth of exciting businesses. In addition, Progent's virtual office network provides advanced technology for remote support and wireless connectivity to help you to implement fast solutions when you take on business-critical tasks.


Position Title
Sr. Remote Support Engineer in Australia

Job Number
P018aus

Location
Home-based, virtual office environment.

Main Activities
Assist a range of small company clients to maintain IT systems remotely, using advanced tools including automated monitoring and virtual office connections. Cooperate closely via phone with customer's IT group to offer comprehensive outsourced services. Crucial areas of in-depth knowledge include Exchange-based email, Active Directory, security, server monitoring, and network architecture. The Sr. Remote Support Specialist will resolve application problems such as PC program integration issues, server problems, data service problems, and Internet connection issues, without onsite presence, as long as the client infrastructure permits.

Relationships
Managed by:
Manager of Client Services

Interacts Closely with:
Client Services, Market Development Managers and other engineers

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

Responsibilities
Service and repair Windows 2000/2003 based information systems. Operate remotely to identify and repair both emergency and lingering problems related to uptime, protection, performance, connectivity, and overall functionality. Well-developed sensitivity and telephony-based communications skills.

Install and configure Windows-powered application servers and .NET hosts. Configure and integrate Microsoft Windows 7, Windows Vista and Microsoft Windows XP workstation systems. Install and evaluate various information services and applications.

Plan and deploy IT architectures and protection strategies to support client's business goals.

Service and administer Microsoft Outlook with backoffice Exchange host, Microsoft Office suite, telephony, and broadband Internet connections.

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

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

Produce updated records of the environment as it changes.

Spec out and procure updated server and network equipment and/or software to support customer's business success and to support additional applications.

Experience/
Education
Required Professional Background
Seven years background in desktop and server management new program integration, machine setup, problem isolation and resolution).

Strong network troubleshooting and analysis capability, ability to deploy quick workarounds to integration problems.

Background in business program help (Windows family products).

Experience in a variety of client environments.

Familiarity with remote server monitoring tools and offsite repair methodologies.

Demonstrated talent to work efficiently in a virtual office infrastructure, providing reliable follow-up and using offsite access and mobile access tools.

Excellent verbal and written communication ability.

Accustomed to operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows strong sense of ownership and initiative.

Education/Certification
Microsoft Certified Systems Engineer.

Cisco certification (CCDA, CCNA, CCDP, CCIP, CCNP, CCSP or CCIE).

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


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If you wish to look further into this job, you should send your resume to job-p018aus@progent.com. Please include the job code of the opening that interests you.

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