Technical Support Engineer (Service Desk Engineer)

GadellNet•St. Louis, MO

1d•Hybrid

About The Position

GadellNet Consulting Services is hiring a Technical Support Engineer to provide technical expertise and customer service through its help desk. The engineer works with a PODS team to handle service requests submitted through chat, phone, and the ticket system, resolve technical issues, and support an excellent client experience. The role calls for practical problem-solving, attention to process, and a focus on efficient service delivery. The position works Monday through Friday, 7 a.m. to 4 p.m. CST, and participates in an on-call rotation. It offers a hybrid work model for candidates located near a GadellNet office, combining remote work with required in-office days. GadellNet describes itself as a Certified B Corporation and an Equal Opportunity Employer committed to an inclusive, growth-oriented workplace and to considering the impact of its decisions on employees, customers, suppliers, the community, and the environment.

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 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 customer service by phone, email, and chat (Thread).
Review and manage assigned support tickets daily, keeping them current, responding actively, and progressing them toward resolution in line with the Manage to Zero concept.
Maintain the ConnectWise Calendar to accurately reflect appointments, additional ticket time, meetings, and breaks.
Complete daily time entry reflecting at least eight hours per day.
Attend 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.
Pursue and obtain relevant technical certifications.