Technical Support Engineer (Service Desk Engineer)

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technology solutions to hundreds of businesses across various markets. We are also a family-friendly company and an Equal Opportunity Employer passionate about building a creative, growth-oriented, and progressive work environment. We are dedicated to empowering our diverse team of employees to drive exceptional business results for our clients. As a Certified B Corporation, we are also committed to considering the impact of our decisions on our employees, customers, suppliers, community, and environment. Join us in powering the missions of our team and our clients while making a difference in our communities. We encourage candidates to review our website to learn more about our values and company culture.

About the Position:

GadellNet is looking for top-tier Technical Support Engineers to drive customer satisfaction through our technical support help desk. You will be the first point of contact for client technical issues. We will provide processes, tools, and training to equip you to successfully resolve issues and meet our clients needs.

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. Most calls will result in a first-call resolution for our clients, as this drives customer satisfaction and profitability.

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.

Responsibilities:

• All Service Desk Engineers are responsible for the following tasks:
  • Provide technical support and exceptional customer service via phone, email, chat, and Thread.
  • Acknowledge assigned tickets daily and self-manage following 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.
  • Self-manage timesheet and plan for Daily Time Entry to reflect at least 8 hours.
  • Attend and participate in weekly team huddles, one-on-one meetings with Lead, and other scheduled meetings.
  • Participate in an on-call rotation.

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 7 and above
  • macOS 13 Ventura and above
  • Microsoft 365 Admin Center
    • Entra/AD
    • Exchange
    • SharePoint
    • Teams
    • Licensing
  • Windows Server 2012 and above
  • Android and iOS devices
  • Printers/Scanners
  • Microsoft Office Suite
  • TCP/IP and Basic Networking
• 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)
• 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 into 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.

Values:

GadellNet serves businesses in multiple markets with outsourced technical expertise. We are poised for continued growth and looking for team players excited to power missions through technology. At GadellNet, our core values guide our decision-making processes, the overall empowerment of our employees, and the assignment of responsibility within our teams. Our team members support the values and goals of GadellNet, which fosters a one-of-a-kind service experience for our clients and establishes a culture that attracts and retains the top talent available in our markets.

At GadellNet, we live and celebrate our three core values:

• Make an Impact

• 100% Responsibility 0% Excuses

• Grow or Die

Benefits:

GadellNet also offers the following 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.

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