Progent is looking for a Senior Online Service Engineer in Australia to help a range of worldwide small company customers to maintain computer systems via telephone or remote connections.

Advantages of Joining Progent
Progent is an innovative computer consulting and IT outsourcing firm headquartered in San Jose, CA, in the heart of Silicon Valley. Unique models for client acquisition, 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 U.S. Our extensive support information base and collaborative approach to problem solving has helped Progent to retain a strong staff and a satisfied international customer base.

If you are a senior IT support consultant in Australia with online technical support expertise, joining Progent and supporting 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 give you the chance to work personally with top executives and contribute measurably to the success of exciting businesses. Also, Progent's virtual office infrastructure provides state-of-the-art tools for remote support and wireless connectivity to enable you to implement fast solutions when you take on mission-critical problems.


Position Title

Expert Online Service Engineer in Australia

Job Number

P018aus

Location

Work from home, virtual office environment.

Primary Functions

Help a variety of small and midsize company clients to support IT networks online, utilizing advanced technology such as rules-based diagnostics and virtual office connections. Work extensively via phone with client's IS staff to provide complete outsourced services. Vital fields of in-depth knowledge include Exchange and Outlook, Active Directory, protection, network monitoring, and network architecture. The Sr. Remote Support Engineer will troubleshoot software problems such as PC application compatibility issues, server problems, data access issues, and connectivity problems, without physical access, as long as the customer environment permits.

Relationships

Managed by:
Manager of Customer Services

Works Extensively with:
Customer Support, Business Development Managers and various engineers

Outside Associations:
Customers, technical resources, and vendors


Responsibilities

Service and repair Windows 2K, 2003, and Windows 7 based IT systems. Operate online to diagnose and repair both emergency and chronic issues concerned with uptime, security, throughput, connectivity, and overall efficiency. Excellent empathy and phone-based communications skills.

Set up and configure Windows-powered application servers and Microsoft .NET servers. Configure and deploy Windows 7, Windows Vista and Microsoft Windows XP desktop environments. Setup and analyze a variety of IT services and programs.

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

Service and manage Outlook with back-end Exchange host, Office applications, telecom, and high-speed Internet connections.

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

Maximize network uptime and performance by means of zero-downtime configuration, smart network infrastructure, 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 to support customer's business growth and to host additional programs.


Qualifications/
Schooling

Minimum Work Experience
Seven years experience in desktop and server management new software installation, machine setup, problem identification and repair).

Strong network troubleshooting and diagnostic skills, knowledge to deploy quick workarounds to integration problems.

Experience in business software help (Microsoft products in a range of customer infrastructures.

Experience with remote network monitoring utilities and offsite troubleshooting methodologies.

Demonstrated ability to work effectively in a virtual office environment, delivering consistent follow-through and using offsite access and mobile connectivity technology.

Strong verbal and written communication ability.

Effectiveness when operating in a group environment.

Demonstrated dedication and commitment to providing continuous operations.

Operates unsupervised and shows pronounced sense of responsibility and motivation.

Education
Microsoft MCSE.

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

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


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If you wish to be considered for this job, please e-mail your resume to job-p018aus@progent.com. Please specify the job number of the opening that you are applying for.

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