Technical Support Engineer (Service Desk Engineer)

About the Position

GadellNet is seeking a Technical Support Engineer to join our team. This role involves delivering outstanding customer service and technical expertise through our help desk, working closely with the PODS team to handle service requests via chat, phone calls, and our ticket system.

Responsibilities

• 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.

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.
• Proven analytical, problem-solving, and documentation skills.

Desirable Skills

• Proficient in the use of: ConnectWise, Datto RMM, IT Glue, 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's core values guide our decision-making processes, empower our employees, and assign responsibility within our teams. These values foster a unique service experience for our clients and attract and retain top talent in our markets.

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

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.