Technical Support Engineer (Service Desk Engineer

Technical Support Engineer

Gadell Net Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to hundreds of 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.

We believe that diverse perspectives strengthen our team and drive innovation, and we are intentional about creating an environment where all employees feel valued, respected, and empowered to bring their full selves to work.

As a Certified B Corporation, we are 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.

Gadell Net 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 position will work Monday through Friday, 7am - 4pm CST.

Gadell Net 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.

• 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 Gadell Net's Manage to Zero (MTZ) concept.
• Update and manage Connect Wise 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.

• 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
• Share Point
• 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.

• Proficient in the use of:
• Connect Wise
• DattoRMM
• ITGlue
• Auvik
• Thread
• macOS 13 Ventura and above
• At least two years of experience with business application support (e.g., Quick Books, Adobe Suite, Bluebeam, Sage, and Autodesk)
• At least two years of networking support experience (e.g., Meraki, Fortinet, Sonic Wall, Ubiquiti)

Gadell Net serves businesses in multiple markets with outsourced technical expertise. We…