GadellNet Consulting Services

Technical Support Engineer – Service Desk Engineer

GadellNet Consulting Services

full-time

Posted on:

Location Type: Hybrid

Location: Greenwood Village • Colorado • United States

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Salary

💰 $45,000 - $60,000 per year

Tech Stack

AndroidiOSTCP/IP

About the role

  • 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 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.
  • 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.

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 10 and above, Microsoft 365 Admin Center, Entra, Exchange, SharePoint, 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.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows 10Microsoft 365 Admin CenterEntraExchangeSharePointTeamsActive DirectoryWindows Server 2012TCP/IPBasic Networking
Soft Skills
customer servicecommunicationcritical thinkingproblem-solvinganalytical skillsteam collaborationtime managementautonomyrapport-buildingdocumentation