System Engineer

Technical Support Engineer

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to hundreds of businesses across various markets. We are a family-friendly company and an Equal Opportunity Employer committed to building a creative, growth-oriented, and progressive work environment.

We believe that diverse perspectives strengthen our team and drive innovation, and we are intentional about creating an environment where all employees feel valued, respected, and empowered to bring their full selves to work.

As a Certified B Corporation, we are 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

GadellNet is looking for skilled and motivated Technical Support Engineers to deliver outstanding customer service and technical expertise through our help desk. You'll work closely with your PODS team to field service requests through chat, phone calls, and our ticket system to resolve technical issues and ensure an excellent client experience. We are looking for technically competent problem solvers who insist upon excellence from themselves and are great at following processes and procedures to drive efficiency.

GadellNet serves businesses in multiple markets with outsourced technical know-how. Our values -- Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die -- drive every decision we make.

Responsibilities

All System Engineers are responsible for the following tasks:

• Maintain, troubleshoot, and upgrade computer, server, and network infrastructure across client environments.
• Provide advanced technical support and exceptional customer service to clients via phone, email, and chat (Thread).
• Collaborate with clients to resolve issues, fulfill service requests, and implement technical solutions.
• Resolve complex or escalated technical issues from Service Desk Engineers.
• Mentor and assist Service Desk Engineers with technical challenges and troubleshooting.
• Support Onsite Engineers by providing advanced technical assistance when needed.
• Maintain, create, and update documentation, including configurations, procedures, and knowledge base articles, to ensure accuracy and consistency.
• Review and manage assigned support tickets daily, ensuring progress toward resolution in alignment with GadellNet's Manage to Zero (MTZ) concept.
• Accurately manage ConnectWise Calendar to reflect appointments, work time, meetings, and breaks.
• Complete daily time entry totaling at least 8 hours per day.
• Attend and participate in weekly team huddles, one-on-one meetings with your Lead, and other scheduled meetings.
• Participate in an on-call rotation as scheduled.
• Meet or exceed quarterly KPIs such as tickets closed per week, average time per ticket, and CSAT scores.
• Actively pursue and maintain relevant technical certifications, demonstrating commitment to GadellNet's "Grow or Die" value.
• Work in a hybrid model, combining remote work with required in-office days for those located near a GadellNet office.

Requirements

At least 3 years of experience working as a System Engineer. (MSP experience preferred) and/or degree in the field of computer science.

At least 3 years of experience utilizing, troubleshooting, researching, and/or fixing the following:

• Desktop systems up to Windows 11
• Server systems up to Windows Server 2025
• Managing Office 365 products or supporting Google G Suite and/or Microsoft Exchange on-premises/Cloud
• Microsoft 365 Admin Center
• Microsoft Office Suite
• Supporting Azure hosting and Azure AD
• Microsoft Hyper-V and VMware vSphere
• Android and iOS devices
• Printers/Scanners
• Experience with VoIP Systems (ex: Teams Phone, 3CX, RingCentral, Dialpad)
• Deploying and supporting network storage (SAN/NAS)
• Proficient in networking, which includes experience with a wide variety of firewalls, switches, (Meraki, Fortinet, SonicWall, Aruba) VPNs (client and site-to-site) and ISPs
• Server hardware and software that includes, but is not limited to, Active Directory, DNS, DHCP, RAID

Excellent verbal and written communication skills with a focus on clear technical explanations, active listening, and rapport-building.

Strong analytical, problem-solving, and documentation skills with keen attention to detail.

Ability to effectively prioritize and manage multiple tasks and inbound requests in a fast-paced environment.

Experience working in a team-oriented, collaborative environment.

Ability to work both from a schedule and autonomously.

Ability to conduct research into a wide range of computing issues.

Ability to present ideas in a user-friendly, business-friendly manner.

Desirable Skills

Proficient in the use of:

• ConnectWise
• DattoRMM
• ITGlue
• Auvik
• Thread

MacOS 13 Ventura and above

Supporting backup and disaster recovery solutions

Experience with scripting or automation

Certifications such as CompTIA Network+, Security+, Microsoft Certified: Azure Administrator Associate, or equivalent vendor certifications

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

Eligibility to work in the US: GadellNet does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

If this role sounds like the right fit for you, we'd love to hear from you. Even if you don't meet every qualification, we encourage you to apply - you might be exactly what we need!