System Engineer
About the role
GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to hundreds of businesses across various markets. 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. 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
- 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.