Technical Support Engineer (Branch Engineer)

Job DescriptionJob DescriptionSalary: $50,000 - $65,000

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technology solutions to hundreds of businesses across various markets. We are also a family-friendly company and an Equal Opportunity Employer passionate about building a creative, growth-oriented, and progressive work environment. We are dedicated to empowering our diverse team of employees to drive exceptional business results for our clients. As a Certified B Corporation, we are also committed to considering the impact of our decisions on our employees, customers, suppliers, community, and environment. Join us in powering the missions of our team and our clients while making a difference in our communities. We encourage candidates to review our website to learn more about our values and company culture.

About the Position:

The goal of a Technical Support Engineer (Branch Engineer) is to be the face of the company while providing high-level technical support and customer satisfaction while on-site with our clients. Extraordinary communication, quick resolutions, and the ability to give clients confidence in our solutions are keys to driving our industry leading client satisfaction. Your primary focus will be troubleshooting and resolving issues or requests at client sites that cannot be fixed remotely. This includes travelling to local client sites for both non-recurring and recurring pre-scheduled appointments. When there is no onsite work to be done, your secondary focus will be assisting the Service Desk with standard tier one types of issues/requests.

Additional duties include assisting our project team with network infrastructure rollouts, server migrations, Office 365 deployments, and office moves. All Technical Support Engineers participate in an on-call schedule. Daily time entry and management of your personal ticket queues will be required. This role will include 40% onsite remediation, 40% remote remediation, 10% project assistance, and 10% admin documentation.

Primary Responsibilities:

• May require full time placement at an assigned client site.
• Assist on-boarding team with data collection and documentation for newly onboarded clients.
• Responsible for creating and updating client specific documentation on hardware, software, 3rd party vendors etc. for new and existing infrastructure.
• Install/configure/troubleshoot various devices and systems, including PCs, Macs, peripherals, network printers, mobile devices, UPS units, Windows servers, networking equipment, and third-party software. Experience extends to both Windows and Mac operating systems, as well as Exchange and the Microsoft 365 environment, which encompasses Intune and Azure.
• Support 3rdparty vendors for installations ofnewISP connections,VOIP phones, network printers, etc.
• Warrantyclaims for OEMmanufacturers (Lenovo, Dell, HP, Meraki, Apple, Ubiquiti).
• Low Voltage work: Cat6e cabling installations and troubleshooting, mounting TVs, network, server, UPS and misc. AV equipment.
• Communicate technical resolutionsto non-technical clients and members of our account management team.
• Train new and existing branch engineers on different skillsets when applicable

Job Requirements:

• Occasional physical requirement to twist, stretch, and lift over 50 lbs.
• Reliable transportation and valid drivers license.
• After-Hourswork will be required for critical outages, projects, and on-call rotation.

Qualifications:

• 2+years of experienceORapplicable certification with the followingtechnologies:
• Desktop & Laptop (PC, MAC is a PLUS)ORA+Certification, Apple - ACSP
• Tabletsand Mobile Devices Microsoft, Apple, Android
• Active Directory and Azure AD (Add/Removing Users, Modifying Permissions)
• Microsoft Windows Server Operating systems Server 2019 and olderorMCSA Certification
• Troubleshooting File, Print, Active Directory, application servers
• 1-2years of experienceworkingwith the following technologies:
• UPS Devices Installing and configuring desktop and larger server roomdevices
• Networkinghardware physicalinstallation,and hardware troubleshooting (firewalls,switches,wirelessaccesspoints)ORone of Network + , CCNAor Meraki ECMS1/ECMS2 certifications
• Troubleshooting Online Exchange (Office 365) and Microsoft Exchange mailboxes, and licenses
• Small Mediumlowvoltage cabling installations (Cat 5e/ Cat6), experience with cabling tools (tone and probe, crimping, and punch down)
• Proficiency in troubleshooting complex systemsand understandingnetworkinfrastructures.
• Extensive application support experience with:
• Microsoft Office 365/ Microsoft Office
• Microsoft Teams
• Workstation Imaging Software
• Antivirus
• Workstation Encryption (Bit Locker)
• Backup/Recovery Software
• MDM software(Microsoft Intune)
• Knowledge of desktop/laptop hardware diagnostic utilities, and ability to research a wide range ofissues.
• Excellent communication skills, both written and verbal.This includesstrong interpersonal skills, with a focus on rapport building, listening and questioning skills.

Values:

GadellNet serves businesses in multiple markets with outsourced technical expertise. We are poised for continued growth and looking for team players excited to power missions through technology. At GadellNet, our core values guide our decision-making processes, the overall empowerment of our employees, and the assignment of responsibility within our teams.Our team members support the values and goals of GadellNet, which fosters a one-of-a-kind service experience for our clients and establishes a culture that attracts and retains the top talent available in our markets.

At GadellNet, we live and celebrate our three core values:

• Make an Impact
• 100% Responsibility 0% Excuses
• Grow or Die

Benefits:

• GadellNet also offers the following benefits:
• Health, vision, and dental insurance.
• Paid time off, including parental leave and volunteer time.
• Flexible work environment.
• Access to mental health services.
• Employee matching donation program.
• 401k and employer matching.

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