Technical Support Engineer (Service Desk 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 a skilled and motivated Technical Support Engineer 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.This position will work Monday through Friday, 8am - 5pm EST.

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 Service Desk Engineers are responsible for the following tasks:
  • Provide technical support and exceptional customer service via phone, email, chat (Thread)
  • Review and manage assigned support tickets each day, ensuring all tickets are up to date, actively responded to, and progressing toward resolution in alignment with GadellNet’s Manage to Zero (MTZ) concept.
  • Update and manage ConnectWise Calendar to accurately reflect appointment times, additional time spent on tickets, meetings, and breaks.
  • Daily Time Entry to reflect at least 8 hours per day.
  • Attend and participate in weekly team huddles, one-on-one meetings with Lead, and other scheduled meetings.
  • Participate in an on-call rotation.
  • Meet quarterly KPIs e.g. Tickets Closed per week, average time per ticket, CSAT
  • Actively pursue and obtain relevant technical certifications, reflecting our commitment to the "Grow or Die" value.
  • This role offers a hybrid work model, combining remote work from home with a required number of in-office days for candidates located in proximity to one of our offices.

Requirements:

• At least two years of experience working as a help desk or service desk engineer (MSP experience preferred).
• At least two years of experience utilizing, troubleshooting, researching, and/or fixing the following:
  • Windows 10 and above
  • Microsoft 365 Admin Center
    • Entra
    • Exchange
    • SharePoint
    • Teams
    • Licensing
  • Active Directory
  • Windows Server 2012 and above
  • Android and iOS devices
  • Printers/Scanners
  • Microsoft Office Suite
  • TCP/IP and Basic Networking
• Experience working in a team-oriented, collaborative environment.
• Ability to manage and prioritize inbound ticket requests submitted via email, chat, or by phone.
• Ability to conduct research and apply critical thinking to a wide range of computing issues.
• Ability to work both from a schedule and autonomously.
• Excellent communication skills, both written and verbal, with a focus on rapport-building, listening, and questioning skills.
• Ability to present ideas in a user-friendly, business-friendly manner.
• Proven analytical, problem-solving, and documentation skills.

Desirable Skills:

• Proficient in the use of:
  • ConnectWise
  • DattoRMM
  • ITGlue
  • Auvik
  • Thread
• macOS 13 Ventura and above
• At least two years of experience with business application support (e.g., QuickBooks, Adobe Suite, Bluebeam, Sage, and Autodesk)
• At least two years of networking support experience (e.g., Meraki, Fortinet, SonicWall, Ubiquiti)

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.