System Engineer

Gadell Net Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to businesses across various markets. We are a family‑friendly company and an Equal Opportunity Employer committed to building a creative, growth‑oriented, and progressive work environment.

Gadell Net 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 via chat, phone calls, and our ticket system, resolving technical issues and ensuring an excellent client experience. We seek technically competent problem solvers who insist on excellence and follow processes to drive efficiency.

• 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.
• 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 Gadell Net’s Manage to Zero (MTZ) concept.
• Accurately manage Connect Wise 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 Gadell Net’s “Grow or Die” value.
• Work in a hybrid model, combining remote work with required in‑office days for those located near a Gadell Net office.

• At least 3 years of experience working as a System Engineer (MSP experience preferred) and/or a degree in 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
  • Share Point
  • 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 (e.g., Teams Phone, 3CX, Ring Central, Dialpad)
• Deploying and supporting network storage (SAN/NAS)
• Proficient in networking, including experience with firewalls (Meraki, Fortinet, Sonic Wall, Aruba), VPNs (client and site‑to‑site), and ISPs
• Server hardware and software that includes Active Directory, DNS, DHCP, RAID
• Excellent verbal and written communication skills focused 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

• Proficient in the use of Connect Wise, DattoRMM, ITGlue, Auvik, and 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…