Technical Support Engineer (Service Desk Engineer) - After Hours
hace 5 días
Indianapolis
Job DescriptionSalary: $50,000-$60,000 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 skilled and motivated After-Hours Technical Support Engineers to deliver outstanding customer service and technical expertise through our help desk. Youll work closely with our After-Hours and On-Call Teams, 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 2pm - 11pm CST, Monday through Friday. Responsibilities: • Provide technical support and exceptional customer service via phone, email, chat (Thread), • Review and manage assigned support tickets each shift, ensuring all tickets are up to date, actively responded to, and progressing toward resolution in alignment with GadellNets Manage to Zero (MTZ) concept., • Self-manage your assigned tickets as well as the After-Hours ticket queue, • 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 team huddles, 1 on 1 meetings with Lead, and 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 two years of experience working as a help desk or service desk engineer (MSP experience preferred)., • At least 2 years of experience troubleshooting, researching, and fixing the following systems:, • 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, • AD Maintenance, • VPN setup and troubleshooting, • Network troubleshooting: ISP outages, website connectivity, offline firewalls or switches, etc., • Server hardware and OS troubleshooting, • File restores, • 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., • Desirable Skills:, • Proficient in the use of:, • ConnectWise, • DattoRMM, • ITGlue, • Auvik, • Thread, • macOS 13 Ventura and above, • 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), • Web Domain Management, • Understanding of basic cybersecurity principles to identify potential cybersecurity threats that may come in after-hours and include the Cybersecurity team., • File sharing, • Office 365 connectivity and mail flow issues, • Application upgrades 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. Eligibility to work in the US: GadellNet does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. If this role sounds like the right fit for you, wed love to hear from you. Even if you dont meet every qualification, we encourage you to apply - you might be exactly what we need! #IND