Technical Support Engineer (Branch Engineer)

GadellNet Consulting Services; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Paid time off and parental leave

Flexible work environment

Access to mental health services

Employee matching donation program

401k and employer matching

Job summary

GadellNet Consulting Services seeks a Branch Engineer to provide onsite IT support for Indianapolis clients. You will be the main point of contact for client issues, repair and deploy workstations, diagnose network problems, and collaborate with remote teams to escalate complex cases.

The role requires travel and participation in an after-hours on-call schedule. Qualified candidates have 2+ years supporting Windows environments, Office 365, and network hardware.

Qualifications

• 2+ years of experience troubleshooting and supporting desktop/server systems.

Responsibilities

• Act as a credible onsite resource for remote teams to resolve issues.
• Primary contact for assigned CSE clients with technical issues.
• Repair, warranty, and deploy workstations for clients.
• Diagnose and resolve network-related issues for clients.
• Identify opportunities for hardware/software upgrades or gaps and report to account management.
• Maintain and write client documentation when needed.
• Participate in an on-call rotation for after-hours work.
• After-hours duties may include installing and configuring server room hardware (Switches, Firewalls, UPS).
• Troubleshoot and resolve remote tickets when on-site support is unavailable.

Skills

Onsite support

Customer service

Networking basics

Windows troubleshooting

Documentation

Tools

Office 365

Windows Server

PowerShell

CMD

Zebra printers

Network cabling

Switches/Routers

Job description

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to hundreds of businesses across various markets. We are a family-friendly company and an Equal Opportunity Employer committed to building a creative, growth-oriented, and progressive work environment.

We believe that diverse perspectives strengthen our team and drive innovation, and we are intentional about creating an environment where all employees feel valued, respected, and empowered to bring their full selves to work.

As a Certified B Corporation, we are 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

As a Branch Engineer, you will be responsible for all onsite support. Your main objective is to ensure that you are timely in arriving onsite, coordinating with Dispatchers when you will be late to sites, resolving user issues onsite in a timely manner, and escalating issues that you are unable to resolve to remote teams to review. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require in person, hands on help at the desktop level. As a Branch Engineer, you will be visiting clients onsite as required and will be one of the main points of contact for any IT needs.

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 be a full-time onsite position for one of our Indianapolis clients located in downtown Indianapolis. It will require some out of state/ overnight travel.

Primary Responsibilities

• Act as a credible onsite resource for remote teams to resolve issues
• Primary contact for CSE clients that are assigned to you for technical issues
• Repair, Warranty, and deploy workstations for clients
• Diagnosing and resolving network related issues for clients
• Identify and report possible opportunities to account management for hardware and software upgrades or gaps
• Help maintain and write documentation for clients when necessary
• Participate in an On-Call rotation for after hours
• After-Hours responsibilities may include installation, configuration of server room hardware (eg. Switches, Firewalls, UPS devices)
• Troubleshoot and resolve remote tickets when on-site work is not available

Requirements

• Occasional physical requirement to twist, stretch, and lift over 50 lbs.
• Reliable transportation and valid driver’s license.
• After-Hours work will be required for critical outages, projects, and on-call rotation.
• 2 or more years of experience troubleshooting and working with the following systems
  • Desktop systems up to Windows 11
  • Server systems up to Server 2022
  • Office365 or Online Exchange 2019
  • Any brand of Modern (2019) Network equipment
• 2 or more years of experience with network design, maintenance and installation
  • Experience troubleshooting Network Cabling
  • Mounting Network Hardware into Communication Racks or Mounting Wireless Aps
  • Maintaining Network Infrastructure
• Application support
  • Microsoft Teams conference Rooms
  • Office Suite
  • Adobe
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues is required
• Ability to present ideas in a user-friendly, business-friendly manner
• Working knowledge of a range of diagnostic utilities
• Excellent communication skills, both written and verbal
• Valid Driver’s License

Desirable Skills

• Experience with Server Administration
• Active Directory Management
• GPO maintenance and setup
• In-depth understanding of Zebra printers
• Proficient level of understanding with Powershell/CMD

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

• 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.

Eligibility to work in the US: GadellNet does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.