Technical Support Engineer; Service Desk Engineer

Overview

Gadell Net Consulting Services is a rapidly growing IT company based in the Midwest. We are an Equal Opportunity Employer and a Certified B Corporation, committed to an inclusive, growth-oriented, and progressive work environment. We empower a diverse team to drive exceptional results for our clients and consider the impact of our decisions on employees, customers, suppliers, community, and environment. We encourage candidates to review our website to learn more about our values and culture.

Gadell Net 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 via chat, phone, and our ticket system to resolve technical issues and ensure an excellent client experience. We seek technically competent problem solvers who strive for excellence and follow processes to drive efficiency.

This shift will be 8am - 5pm EST, Monday through Friday. Gadell Net serves businesses in multiple markets with outsourced technical know-how. Our values — Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die — guide every decision we make.

• All Service Desk Engineers are responsible for the following tasks:
• Provide technical support and exceptional customer service via phone, email, and chat
• Review and manage assigned support tickets daily, ensuring tickets are up to date, actively responded to, and progressing toward resolution in alignment with Gadell Net’s Manage to Zero (MTZ) concept
• Update and manage Connect Wise Calendar to reflect appointment times, 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 "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 near an office

• 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
• Share Point
• 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 via email, chat, or phone
• Ability to conduct research and apply critical thinking to a wide range of computing issues
• Ability to work both on a schedule and autonomously
• Excellent written and verbal communication skills with focus on rapport-building, listening, and questioning
• Ability to present ideas in a user-friendly, business-friendly manner
• Proven analytical, problem-solving, and documentation skills

• Proficient in the use of Connect Wise, Datto
  
  RMM, ITGlue, Auvik, Thread
• macOS 13 Ventura and above
• Experience with business application support (e.g., Quick Books, Adobe Suite, Bluebeam, Sage, Autodesk)
• Networking support experience (e.g., Meraki, Fortinet, Sonic Wall, Ubiquiti)

At Gadell Net, we live and celebrate three core values:
Make an Impact, 100% Responsibility 0% Excuses, Grow or Die. Our values guide our decision-making, empower our employees, and shape a unique client service experience.

• 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 with employer matching

Gadell Net 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, we’d love to hear from you. Even if you don’t meet every qualification, please apply — you might be exactly what we need!

#IND