System Engineer

GadellNet Consulting Services, LLC.; Indianapolis (IN); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, vision, and dental insurance

Paid time off

Flexible work environment

401k and employer matching

Job summary

GadellNet Consulting Services, LLC., based in Indianapolis, seeks a Technical Support Engineer to provide exceptional customer service and technical expertise. The role includes maintaining and troubleshooting client infrastructure, managing support tickets, and collaborating with team members. Candidates should have at least three years of experience with systems engineering and excellent communication skills. The position offers a hybrid work model and extensive benefits, fostering a culture of responsibility and growth.

Qualifications

• At least 3 years of experience as a System Engineer in an MSP.
• Proficient in troubleshooting Windows systems, Office 365, and networking.
• Excellent communication skills for clear technical explanations.

Responsibilities

• Maintain and troubleshoot infrastructure for client systems.
• Provide advanced technical support via phone, email, and chat.
• Manage support tickets and ensure timely resolutions.

Skills

Technical support

Problem-solving

Communication skills

Team collaboration

Network administration

Education

Degree in computer science

Tools

ConnectWise

Datto RMM

Microsoft 365

Azure

Job description

GadellNet Consulting Services is a rapidly growing IT company based in the Midwest, providing technical solutions to hundreds of businesses across various markets. We are a family-friendly company and an Equal Opportunity Employer committed to building a creative, growth-oriented, and progressive work environment.

We believe that diverse perspectives strengthen our team and drive innovation, and we are intentional about creating an environment where all employees feel valued, respected, and empowered to bring their full selves to work.

As a Certified B Corporation, we are 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 Technical Support Engineers to deliver outstanding customer service and technical expertise through our help desk. You’ll work closely with your PODS team, 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.

GadellNet serves businesses in multiple markets with outsourced technical know-how. Our values -- Make an Impact, 100% Responsibility 0% Excuses, and Grow or Die -- drive every decision we make.

Responsibilities

• Maintain, troubleshoot, and upgrade computer, server, and network infrastructure across client environments.
• Provide advanced technical support and exceptional customer service to clients via phone, email, and chat.
• Collaborate with clients to resolve issues, fulfill service requests, and implement technical solutions.
• Resolve complex or escalated technical issues from Service Desk Engineers.
• Mentor and assist Service Desk Engineers with technical challenges and troubleshooting.
• Support Onsite Engineers by providing advanced technical assistance when needed.
• Maintain, create, and update documentation, including configurations, procedures, and knowledge base articles, to ensure accuracy and consistency.
• Review and manage assigned support tickets daily, ensuring progress toward resolution in alignment with GadellNet’s Manage to Zero (MTZ) concept.
• Accurately manage ConnectWise Calendar to reflect appointments, work time, meetings, and breaks.
• Complete daily time entry totaling at least 8 hours per day.
• Attend and participate in weekly team huddles, one-on-one meetings with your Lead, and other scheduled meetings.
• Participate in an on-call rotation as scheduled.
• Meet or exceed quarterly KPIs such as tickets closed per week, average time per ticket, and CSAT scores.
• Actively pursue and maintain relevant technical certifications, demonstrating commitment to GadellNet’s "Grow or Die" value.
• Work in a hybrid model, combining remote work with required in-office days for those located near a GadellNet office.

Requirements

• At least 3 years of experience working as a System Engineer (MSP experience preferred) and/or degree in computer science.
• At least 3 years of experience utilizing, troubleshooting, researching, and/or fixing the following: Desktop systems up to Windows 11; Server systems up to Windows Server 2025; Managing Office 365 products or supporting Google G Suite and/or Microsoft Exchange on-premises/Cloud.
• Microsoft 365 Admin Center: Entra/AD, Exchange, SharePoint, Intune, Teams, Licensing.
• Microsoft Office Suite.
• Supporting Azure hosting and Azure AD; Microsoft Hyper‑V and VMware vSphere.
• Android and iOS devices.
• Printers/Scanners.
• Experience with VoIP Systems (ex: Teams Phone, 3CX, RingCentral, Dialpad).
• Deploying and supporting network storage (SAN/NAS).
• Proficient in networking, including experience with a wide variety of firewalls, switches (Meraki, Fortinet, SonicWall, Aruba), VPNs (client and site-to-site), and ISPs.
• Server hardware and software that includes, but is not limited to, Active Directory, DNS, DHCP, RAID.
• Excellent verbal and written communication skills with a focus on clear technical explanations, active listening, and rapport-building.
• Strong analytical, problem‑solving, and documentation skills with keen attention to detail.
• Ability to effectively prioritize and manage multiple tasks and inbound requests in a fast‑paced environment.
• Experience working in a team‑oriented, collaborative environment.
• Ability to work both from a schedule and autonomously.
• Ability to conduct research into a wide range of computing issues.
• Ability to present ideas in a user‑friendly, business‑friendly manner.

Desirable Skills

• Proficient in the use of ConnectWise, Datto RMM, ITGlue, Auvik, Thread.
• MacOS 13 Ventura and above.
• Supporting backup and disaster recovery solutions.
• Experience with scripting or automation.
• Certifications such as CompTIA Network+, Security+, Microsoft Certified: Azure Administrator Associate, or equivalent vendor certifications.

Values

• Make an Impact
• 100% Responsibility 0% Excuses
• Grow or Die

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.

We look forward to hearing from you. Even if you don’t meet every qualification, we encourage you to apply - you might be exactly what we need!