Technical Support Engineer

About the role

Gadellnet is seeking a dedicated Technical Support Engineer to join our dynamic team in Greenwood Village, Colorado. In this full-time position, you will play a pivotal role in ensuring our clients receive exceptional technical support and assistance. You will be responsible for troubleshooting issues, providing solutions, and maintaining high levels of customer satisfaction. This role is ideal for someone who thrives in a fast-paced environment and is passionate about technology and customer service.

Key facts

What you'll do

• Serve as the primary point of contact for clients seeking technical assistance, addressing inquiries via phone, email, and chat.
• Diagnose and resolve technical issues related to hardware, software, and network systems, ensuring timely and effective solutions.
• Collaborate with cross-functional teams to escalate complex problems and implement long-term fixes.
• Document all support interactions and resolutions in the ticketing system to maintain accurate records and facilitate knowledge sharing.
• Conduct training sessions and create user documentation to help clients better understand and utilize our products and services.
• Monitor system performance and proactively identify potential issues before they escalate, ensuring optimal functionality for clients.
• Participate in the development and improvement of support processes and procedures to enhance overall service delivery.
• Stay updated on the latest industry trends, technologies, and best practices to provide informed support and recommendations to clients.
• Assist in the onboarding of new clients, ensuring a smooth transition and setup of services.
• Provide feedback to product development teams based on client interactions to help drive product improvements.
• Engage in continuous learning and professional development to enhance your technical skills and support capabilities.
• Contribute to a positive team environment by collaborating with colleagues and sharing knowledge and expertise.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• A minimum of 2 years of experience in a technical support or help desk role, preferably in a fast-paced environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Proficient in troubleshooting hardware and software issues, with a solid grasp of networking concepts.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
• Strong problem-solving skills and the ability to work independently and as part of a team.
• Experience with ticketing systems and remote support tools is a plus.
• Ability to manage multiple tasks and prioritize effectively in a busy environment.
• A customer-centric mindset with a passion for delivering exceptional service.

Nice to have

• Familiarity with cloud services and virtualization technologies.
• Experience with scripting or programming languages such as Python, PowerShell, or Bash.
• Knowledge of ITIL or other service management frameworks.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.
• Previous experience in a customer-facing role within the tech industry.

Skills & tools

• Proficient in Windows and macOS operating systems.
• Familiarity with various software applications, including Microsoft Office Suite and remote desktop tools.
• Knowledge of networking equipment and protocols, including routers, switches, and firewalls.
• Experience with ticketing systems like Zendesk, Jira, or ServiceNow.
• Understanding of cybersecurity principles and best practices.

Practical notes

• This position is based in Greenwood Village, Colorado, and may require occasional on-site support.
• Candidates must be eligible to work in the United States and may require visa sponsorship.
• The work schedule may include occasional evenings or weekends, depending on client needs and support demands.
• Gadellnet values diversity and inclusion and encourages applicants from all backgrounds to apply.

META

Company: Gadellnet

Title: Technical Support Engineer

Listed

location: Greenwood Village, Colorado

Job type: Full-time

Apply URL: https://gadellnet.bamboohr.com/careers/237

Tags: Support, Engineering

About the company

GadellNet is an IT solutions firm with offices in St. Louis, Indianapolis & Denver providing IT support, consulting, cybersecurity and more.