Support Center Engineer 2

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.

The role: Support Center Engineer II

As a Support Center Engineer II, you will provide Tier 1, Tier 2, and Tier 3 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, required 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, recommend solutions to correct common failures, and escalate complex problems when required. Providing a high level of professionalism and day-to-day customer service.

Responsibilities:

• Perform triaging, troubleshooting, and support to clients via telephone, chat, email support, or tickets.
• Document all pertinent end user information in ticketing system.
• 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 the systems and networks of customers.
• Provide exemplary customer service.
• Perform customer call backs as required.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Troubleshooting, and diagnosing error messages and failures.

• Provide Tier 1, Tier 2, and some Tier 3 support.
• Participate in 24-hour on-call support rotation.
• Ensure system backups are completed.

• Create and maintain client and support documentation
• Testing, troubleshooting, and diagnosing error messages and failures.

• Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments
• Configure, deploy, and troubleshoot patching for devices
• Check and troubleshoot backup jobs/engines.

Requirements:

• Proven analytical and problem-solving abilities.
• Strong written and verbal communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills.
• Strong documentation skills
• Ability to present technical terms in a user-friendly language.
• Ability to multitask and promote department success.
• Experience working in a team-oriented, collaborative environment.
• 2-5 years of experience in IT engineering
• Strong working experience with installation, configuration, maintaining and managing 2 or more of the following: Virtualized Environments, Networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, Backup Engines, Cloud, O365/M365, VoIP.

Education:

• Bachelor's degree in computer science or related field, OR equivalent combination of education and work experience.
• Desired: CompTIA A+, Network+ or equivalent certification.