Technical Support Specialist

1 day ago

Carmel, Indiana, United States GadellNet Full time
Job Title: Technical Support 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 a family-friendly company and an Equal Opportunity Employer passionate about building a creative, growth-oriented, and progressive work environment. Our mission is to empower our diverse team of employees to drive exceptional business results for our clients.

About the Position:

We are seeking top-tier Technical Support Engineers to drive customer satisfaction through our technical support help desk. As a Technical Support Engineer, 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.

Responsibilities:
  • 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 Windows 7 and above, macOS 13 Ventura and above, Microsoft 365 Admin Center, Windows Server 2012 and above, Android and iOS devices, Printers/Scanners, Microsoft Office Suite, and 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.
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.

GadellNet is a Certified B Corporation committed to considering the impact of our decisions on our employees, customers, suppliers, community, and environment. We are dedicated to empowering our diverse team of employees to drive exceptional business results for our clients. Join us in powering the missions of our team and our clients while making a difference in our communities.

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