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GadellNet Technical Support Engineer (Branch Engineer) in Carmel, Indiana

As one of the fastest growing IT companies in the Midwest, GadellNet Consulting Services inspires and enables hundreds of small 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 regardless of their race, religion, gender, gender identity, sexual orientation, national origin, ethnicity, disability, age, veteran status or any other characteristics that makes people unique, diverse and different. GadellNet is proud to employ a highly talented, diverse team and is looking for individuals interested in helping grow our business further in 2020.

About the Position:

As a Technical Support Engineer (Branch 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 accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. 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 Technical Support Engineer (Branch Engineer), you will be on-site with one specific client and will be the main point of contact for any IT needs.


  • Primary contact for customers for any technical issues

  • Responsible for monitoring the infrastructure, customer devices and troubleshooting issues.

  • Communicate any technical issues to the customer

  • Provide technical assistance and support for incoming queries related to computer systems (PC and MAC), networking equipment, UPS devices, Printers, ISPs and 3rd party software and hardware

  • Walk customers through the problem-solving process and train them on computer usage

  • Install, modify and repair computer hardware, networking hardware, computer peripherals and software including warranty repair claims with OEM Manufacturers (Dell, Lenovo, HP, Meraki)

  • Run diagnostic programs to resolve problems

  • 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

  • Participate in an on-call rotation

  • Meet weekly measured goals and metrics (SLA, CSE, Utilization and documentation)


  • 4 or more years of experience troubleshooting and working with the following systems:

  • Desktop and Laptop systems (PC, MAC is a PLUS)

  • Microsoft Exchange Server or Online Exchange (Office 365)

  • Active Directory (Add/Removing Users, Modifying Permissions, working with GPO, and Powershell)

  • Microsoft SQL is a PLUS

  • Microsoft Windows Server Operating systems Server 2019 and older

  • At least 4 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 Including

  • Microsoft Office 365/ Microsoft Office

  • Microsoft Teams

  • Workstation Imaging Software

  • Antivirus

  • Workstation Encryption (Bit Locker)

  • Backup/Recovery Software

  • MDM software

  • 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

  • Associates degree or higher


At GadellNet, our core values guide our decision-making process, overall empowerment of our employees and assignment of responsibility within our teams. This role is meant to create an experience that supports the values and goals of GadellNet and fosters a one-of-a-kind service experience for our Clients. This experience creates brand awareness and equity, as well as establishes a culture that attracts and retains the top talent available in our markets.

  • Make an Impact

  • 100% Responsibility 0% Excuses

  • Grow or Die