Technical Support Engineer (Client Site Engineer)

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:

As a Client Site Engineer, you will be responsible for all client issues via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues. Your main objective is to ensure proper computer operation in order for end users to be able to work without interruption. This includes actively resolving escalated end user help requests within established Service Level Agreements. 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 Client Site Engineer, you will be visiting clients onsite every day and will be one of the main points of contact for any IT needs.

Responsibilities:                                                                                              

• Primary contact for customers for any technical issues
• Responsible for monitoring the infrastructure and customer devices
• Communicate any technical issues to the customer
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware
• Walk customers through the problem-solving process and train them on computer usage
• Install, modify, and repair computer hardware and software
• Run diagnostic programs to resolve problems
• Provide first call resolution to the customer
• Serve as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management action
• Enforce request handling and escalation policies and procedures
• Monitor incident trends and anticipate potential problems for proactive resolution
  
  

Requirements:

• 2 or more years of experience troubleshooting and working with the following systems:
  • Desktop systems up to Windows 11
  • Microsoft Exchange Server or Online Exchange
  • Microsoft SQL
  • Server systems up to Server 2019
• At least two years of experience working as a help desk or service desk engineer
• Proficiency in troubleshooting complex systems
• Excellent communication skills, both written and verbal
• 2 or more years of experience with network design, architecture and implementation
• Extensive application support experience
• Working knowledge of a range of diagnostic utilities
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
• 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
• Ability to manage and prioritize inbound ticket requests submitted in person, via email, or by phone
• Utilizes a client-centric and problem-solving approach with each user
• Associates degree or higher

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.

Salary : $50,000 - $60,000