Support Center Engineer I

Job Description

Job Description

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all " An Experience Above " .

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row.  In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

 

Position requires applicant to be on-site full-time in our office located in Malta, NY

As a Support Center Engineer I, you will provide Tier 1 and some Tier 2 support for managed services customers. This role is responsible for providing customers with technical support, remotely and/or on-site so that they can complete core and essential duties of their roles with functional IT equipment. The candidate should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Support Center Engineer applies basic diagnostic techniques to identify problems, investigate causes, escalate complex problems, and recommend solutions to correct common failures. An elevated level of professionalism and exceptional customer service is required.

Duties and Responsibilities:

• Perform customer support to clients via telephone, chat, email, or tickets
• Document all pertinent end user information in ticketing system
• Triaging, troubleshooting, and resolving error messages, failures, and customer issues
• Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices
• Provide connectivity support for user’s devices
• Configure and install software for end user devices such as laptops, workstations, and tablets
• Support and maintain customer systems and networks
• Provide exceptional customer service
• Perform customer call backs as required
• Use problem-solving and people skills to ensure swift resolutions to technical issues.
• Provide Tier 1, and some Tier 2 support
• Participate in 24-hour on-call support rotation
• Ensure system backups are completed
• Create and maintain client and support documentation
• Effectively manage length of calls, handle time, and after call work
  

Qualifications Requirements/Job Specifications:

Education:       Associate’s degree in computer science OR equivalent combination of education and work experience. Desired: CompTIA A+ Certification

Experience: 0-3 years of IT experience. Experience working in a collaborative, collaborative environment

Standards:       Ability to follow standards as outlined in the cb20 Company Manual

Skills:                   Knowledge of the following: O365/M365, Networking, Windows Servers, Virtualized Environments, PC Hardware, Backup Engines, VoIP, Cloud. Analytical and problem-solving abilities. Strong written, verbal communication, and documentation skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills. Ability to present technical terms in a user-friendly language. Ability to multitask and promote department success

Working time :  40 hours/week. All other times as defined by the demands of the customers and department’s needs.

Lifting :            Typically, no lifting more than 25 lbs.