System Engineer

About the Position

GadellNet is seeking skilled and motivated Technical Support Engineers to join our team. This role involves delivering outstanding customer service and technical expertise through our help desk. Responsibilities include maintaining, troubleshooting, and upgrading computer, server, and network infrastructure; providing advanced technical support; collaborating with clients to resolve issues; mentoring and assisting Service Desk Engineers; and managing support tickets and time entries.

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.
• 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, Entra/ADExchange, SharePoint, Intune, Teams, Licensing, 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, Datto RMM, IT Glue, 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

• Make an Impact
• 100% Responsibility 0% Excuses
• Grow or Die

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

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.