Technical Support Specialist

4 weeks ago

Carmel, United States GadellNet Full time

As one of the fastest-growing IT companies in the Midwest, GadellNet Consulting Services inspires and enables hundreds of businesses to leverage technology to drive phenomenal business results. We are passionate about building a creative, entrepreneurial, and progressive work environment where all employees are empowered.

GadellNet is a family-friendly company that prides itself on its ability to recruit, train and promote qualified individuals. We celebrate differences in our employees and are committed to creating an inclusive environment for all. We hire the whole person and invite all employees to bring their authentic self to work. We are an Equal Opportunity Employer and are proud to employ a highly talented, diverse team.

We believe in supporting our communities and employees that have supported us throughout our growth. GadellNet is a Certified B Corporation, which means we are legally required to consider the impact of our decisions on our employees, customers, suppliers, community and environment. We believe in using our business as a force for good.

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 onsite 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: PC's/MACs, peripherals, network printers, mobile devices, UPS, Windows servers, networking equipment, 3rd party software, Windows server, Windows and MAC OS, Exchange, and Office 365.
  • Support 3rd party vendors for installations of new ISP connections, VOIP phones, network printers, etc.
  • Warranty claims for OEM manufacturers (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 resolutions to 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 driver's license.
  • After-Hours work will be required for critical outages, projects, and on-call rotation.
Qualifications:
  • 2+ years of experience OR applicable certification with the following technologies:
    • Desktop & Laptop (PC, MAC is a PLUS) OR A+ Certification, Apple - ACSP
    • Tablets and Mobile Devices - Microsoft, Apple, Android
    • Active Directory and Azure AD (Add/Removing Users, Modifying Permissions)
    • Microsoft Windows Server Operating systems Server 2019 and older or MCSA Certification
    • Troubleshooting File, Print, Active Directory, application servers
  • 1-2 years of experience working with the following technologies:
    • UPS Devices - Installing and configuring desktop and larger server room devices
    • Networking hardware - physical installation, and hardware troubleshooting (firewalls, switches, wireless access points) OR one of Network + , CCNA or Meraki ECMS1/ECMS2 certifications
    • Troubleshooting Online Exchange (Office 365) and Microsoft Exchange mailboxes, and licenses
    • Small - Medium low voltage cabling installations (Cat 5e/ Cat6), experience with cabling tools (tone and probe, crimping, and punch down)
  • 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)
  • Proficiency in troubleshooting complex systems and understanding network infrastructures.
  • Knowledge of desktop/laptop hardware diagnostic utilities, and ability to research a wide range of issues.
  • Excellent communication skills, both written and verbal. This includes strong 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


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