Hybrid IT Support Engineer | MSP

GadellNet Consulting Services, LLC.; St. Louis (MO); Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

Flexible work environment

Mental health services

401k and employer matching

Job summary

GadellNet Consulting Services, LLC. is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise through our help desk.

You will work with the PODS team to resolve issues via chat, phone, and tickets, ensuring an excellent client experience. The role follows a Monday–Friday schedule, 7am–4pm CST, with a hybrid work model combining remote work and in-office days for local candidates.

Qualifications

• At least two years of experience working as a help desk or service desk engineer (MSP experience preferred).
• Experience troubleshooting Windows 10 and above and Microsoft 365 Admin Center (Entra, Exchange, SharePoint, Teams, Licensing).
• Experience with Active Directory, Windows Server 2012+, Android/iOS, printers/scanners, Microsoft Office, TCP/IP and networking.

Responsibilities

• Provide technical support and exceptional customer service via phone, email, chat (Thread).
• Review and manage assigned support tickets daily, ensuring updates and progress toward resolution per MTZ.
• Update and manage ConnectWise Calendar for appointments, tickets, meetings, and breaks.
• Enter daily time entries reflecting at least 8 hours per day.
• Attend weekly team huddles and 1:1 meetings with Lead; participate in on-call rotation.
• Meet quarterly KPIs (tickets closed, time per ticket, CSAT) and pursue relevant certifications.
• Work in a hybrid model with required in-office days for local candidates.

Tools

ConnectWise

DattoRMM

ITGlue

Auvik

Thread

Job description

GadellNet Consulting Services, LLC. is seeking a skilled Technical Support Engineer to deliver outstanding customer service and technical expertise through our help desk.

You will work with the PODS team to resolve issues via chat, phone, and tickets, ensuring an excellent client experience. The role follows a Monday–Friday schedule, 7am–4pm CST, with a hybrid work model combining remote work and in-office days for local candidates.