System Engineer

GadellNet • St. Louis, MO

1d • Hybrid

About The Position

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.

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/AD Exchange 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.

Nice To Haves

• Proficient in the use of: ConnectWise DattoRMM ITGlue 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

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.
• Complete daily time entry totaling at least 8 hours per day.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree