Technical Support Engineer (Service Desk Engineer)

GadellNet•St. Louis, MO

3d•$45,000 - $60,000•Hybrid

About The Position

GadellNet Consulting Services is seeking a skilled and motivated Technical Support Engineer to provide customer service and technical support through its help desk. The engineer works with a PODS team to handle requests submitted through chat, phone, and the ticket system, resolve technical issues, and provide an excellent client experience. The role suits technically capable problem solvers who follow processes and procedures to drive efficiency. The position is scheduled Monday through Friday, 7 a.m. to 4 p.m. CST, and uses a hybrid work model for candidates near an office, combining remote work with required in-office days. GadellNet provides outsourced technical expertise to businesses in multiple markets. It is a Certified B Corporation and describes its workplace as family-friendly, creative, growth-oriented, and progressive. The company emphasizes inclusion and its core values: Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die. Work visa sponsorship is not offered; candidates must be legally authorized to work in the United States at the time of application, and employment is contingent on verification of identity and work eligibility.

Requirements

At least two years of experience as a help desk or service desk engineer; MSP experience is preferred.
At least two years of experience utilizing, troubleshooting, researching, or fixing 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 and 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 by email, chat, or phone.
Ability to conduct research and apply critical thinking to a wide range of computing issues.
Ability to work from a schedule and autonomously.
Excellent written and verbal communication skills, including rapport-building, listening, and questioning skills.
Ability to present ideas in a user-friendly, business-friendly manner.
Proven analytical, problem-solving, and documentation skills.
Must be legally authorized to work in the United States at the time of application; employment is contingent on verification of identity and work eligibility. GadellNet does not offer work visa sponsorship.

Nice To Haves

MSP experience.
Proficiency with ConnectWise, DattoRMM, ITGlue, Auvik, and Thread.
Experience with macOS 13 Ventura and above.
At least two years of business application support experience, such as QuickBooks, Adobe Suite, Bluebeam, Sage, or Autodesk.
At least two years of networking support experience, such as Meraki, Fortinet, SonicWall, or Ubiquiti.

Responsibilities

Provide technical support and exceptional customer service by phone, email, and chat (Thread).
Review and manage assigned support tickets daily, keeping them current, actively responding, and progressing toward resolution in line with GadellNet’s Manage to Zero concept.
Maintain the ConnectWise Calendar to accurately reflect appointments, additional time spent on tickets, meetings, and breaks.
Enter daily time to reflect at least eight hours per day.
Attend and participate in weekly team huddles, one-on-one meetings with the Lead, and other scheduled meetings.
Participate in an on-call rotation.
Meet quarterly KPIs, such as tickets closed per week, average time per ticket, and CSAT.
Actively pursue and obtain relevant technical certifications.