Technical Support Engineer (Branch Engineer)

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 is onsite and will require travel to different clients in the Indianapolis area throughout the week.

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

• 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

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.

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