Technical Support Engineer (Service Desk Engineer)
About The Position
GadellNet 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 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. This shift will be 8am - 5pm EST Monday through Friday. 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 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.
- Ability to present ideas in a user-friendly, business-friendly manner.
- Proven analytical, problem-solving, and documentation skills.
Nice To Haves
- Proficient in the use of: ConnectWise DattoRMM ITGlue 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)
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.
- This role offers a hybrid work model, combining remote work from home with a required number of in-office days for candidates located in proximity to one of our offices.
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.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
