Technical Support Engineer (Client Site Engineer)

Gadellnet Consulting Services - Saint Louis, MO

Full-time - Entry Level

Saint Louis, MO

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

As a Client Site Engineer at GadellNet Consulting Services, you will be the primary point of contact for clients regarding technical issues, ensuring timely and effective resolution of end-user problems. Your role involves monitoring client infrastructure, providing hands-on support, and maintaining computer operations to minimize disruptions. You will actively resolve escalated help requests and communicate technical issues to clients, all while adhering to established Service Level Agreements. This position requires daily onsite visits to clients, making it essential to have strong interpersonal skills and technical expertise.

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 desktop systems up to Windows 11
• Experience with Microsoft Exchange Server or Online Exchange
• Experience with Microsoft SQL
• Experience with 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
• 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

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