Technical Support Engineer (Service Desk Engineer) - After Hours

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. We are past the start-up phase and poised for continued rapid growth. Our values -- Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die -- drive every decision we make.

Responsibilities:

• This position requires the ideal candidate to work on the After Hours Team. You will work 10 PM to 8 AM Central Time (Wednesday through Saturday).
• Provide technical support on any assigned tickets with exceptional customer service via Phone, Email, and Thread.
• Self-manage your assigned tickets.
• Daily time entry totaling 8 hours or more.
• Attend and participate in Team Huddles, 1 on 1s, and any other scheduled meetings.
• Actively monitor for, communicate, and remediate RMM-generated alerts for offline servers, ISP outages, backup failures, and more.
• Ensure accurate and updated documentation.
• Be ready and available to answer inbound calls.
• Perform troubleshooting and research on a wide range of applications and computing issues.
• Process and complete user onboardings and offboardings within SLA and with high attention to detail.
• Work through any non-client interacting ticket requests.
• Work through remote PC setups.
  
  

Requirements:

• At least 2 years of experience troubleshooting, researching, and fixing the following systems:
• Windows 10 and 11
• macOS 13 Ventura and above
• Microsoft 365 Admin Center
• Microsoft Entra/Azure Active Directory
• Microsoft Exchange
• Microsoft SharePoint
• Microsoft Teams
• Microsoft 365 Licensing
• Windows Server 2012 and above
• Android and iOS devices
• Printers/Scanners
• TCP/IP and Basic Networking
• Application support experience (examples, but not required):
• QuickBooks
• Adobe Suite
• Bluebeam
• Sage
• Autodesk
• Networking support experience (examples, but not required):
• Meraki
• Fortinet
• SonicWall
• Ubiquiti
• SSL Certificate Management
• Web Domain Management
• Ability to manage and prioritize inbound ticket requests submitted via email, chat, or phone.
• Ability to conduct research into a wide range of computing issues is required.
• 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.
• Experience working in a team-oriented, collaborative environment.
• Intermediate knowledge of server, networking, and application troubleshooting and upgrades:
• File sharing
• AD Maintenance
• VPN setup and troubleshooting
• Office 365 connectivity and mail flow issues
• Network troubleshooting: ISP outages, website connectivity, offline firewalls or switches, etc.
• Server hardware and OS troubleshooting
• File restores
• Printer/Scanner troubleshooting
• Application upgrades
• Experience with incident response including remediation and communication.
• Ability to work independently overnight is critical to this role.
• Bonus skills (not required but preferred):
• Experience with PSAs (ConnectWise preferred)
• Network monitoring tools (Auvik preferred)
• RMM Tools (Datto RMM preferred)
• Understanding of basic cybersecurity principles to identify potential cybersecurity threats that may come in after-hours and include the Cybersecurity team.
  
  

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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