Progent is looking for a Senior Remote Support Engineer in Australia to help a range of worldwide small business customers to support computer systems via phone or online connections.

Advantages of Joining Progent
Progent is a progressive network consulting and information technology outsourcing firm based in San Jose, California, in the middle of Silicon Valley. Unique models for client marketing, support delivery, network environment, and employee benefits have enabled Progent to be one of the fastest growing and most respected Microsoft Gold Partners in America. Our extensive support database and team style of problem solving has allowed Progent to retain a talented staff and a loyal international client base.

If you are a senior network consultant in Australia with online customer support skills, teaming with Progent or working for Progent's customers will improve your technical abilities through interaction with Progent's staff of collaborative, high-output engineers. Progent's focus on providing IT consulting and technical help to small and mid-size businesses will give you the chance to work closely with top executives and add measurably to the success of dynamic companies. In addition, Progent's virtual office infrastructure provides state-of-the-art tools for remote support and mobile connectivity to help you to deliver fast solutions when you help with mission-critical tasks.


Position Title

Expert Online Service Specialist in Australia

Job Code

P018aus

Work Location

Home-based, virtual office infrastructure.

Essential Functions

Help a variety of small company clients to support computer networks online, utilizing state-of-the-art tools such as automated monitoring and virtual office connections. Work closely via phone with customer's IS group to provide comprehensive outsourced services. Vital fields of in-depth knowledge include Microsoft Exchange, Active Directory, security, network monitoring, and network infrastructure. The Expert Online Support Specialist will resolve application problems such as PC application integration issues, server trouble, data access problems, and connectivity problems, without onsite access, as long as the customer infrastructure permits.

Relationships

Managed by:
Director of Client Services

Cooperates Closely with:
Customer Services, Business Development Engineers and various consultants

External Relationships:
Clients, technology resources, and vendors


Responsibilities

Service and repair Microsoft Windows 2K, 2003, and Windows 7 powered information systems. Operate remotely to diagnose and resolve both emergency and lingering issues related to uptime, security, performance, connectivity, and overall efficiency. Well-developed empathy and phone-based people skills.

Install and configure Windows-powered application servers and .NET hosts. Set up and integrate Windows 7, Microsoft Windows Vista and Microsoft Windows XP workstation environments. Setup and evaluate various IT services and applications.

Plan and build information technology architectures and protection approaches to align with customer's corporate goals.

Support and manage Outlook clients with backoffice Exchange host, Microsoft Office applications, phone communications, and fast Internet access.

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

Optimize system availability and throughput by means of non-stop design, smart system architecture, and automated server monitoring.

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

Spec out and procure new server and network hardware and/or software to promote client's business growth and to support additional applications.


Experience/
Schooling

Required Work Experience
7 years experience in workstation and server management new software installation, machine configuration, problem isolation and repair).

Proven network troubleshooting and analysis skills, ability to deploy fast resolutions to integration problems.

Background in professional program support (Microsoft products in a variety of client infrastructures.

Familiarity with remote network monitoring tools and remote troubleshooting methodologies.

Demonstrated ability to work effectively in a virtual office environment, providing reliable follow-through and using remote connectivity and mobile access technology.

Strong verbal and written communication skills.

Effectiveness when operating in a team project.

Demonstrated dedication and commitment to providing continuous operations.

Works independently and shows strong sense of ownership and motivation.

Education
Microsoft Certified Systems Engineer.

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

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


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If you want to pursue this position, you should e-mail your resume to job-p018aus@progent.com. Please include the job code of the opening that interests you.

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