Support Center Engineer 3

Site Lead – Support Center Engineer III

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.

As a Site Lead – Support Center Engineer III, you will provide 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:

• Acts as an incident and problem manager for major outages.
• Is a technical knowledge escalation and subject matter expert point for the on-site team.
• Triages and resolves high level escalated tickets.
• Develops technical training and mentors on-site team for best practices of the Support Center and Managed Services.
• Helps to make customer onboarding run smoothly.
• Solves technically complex, strategic, high-profile, or long-running customer issues.
• Assists in automation and efficiency practices for Managed Services.
• Participates as an on call technical escalation point.
• Assists and oversees tool development.
• Oversees the customer experience feedback loop.
• Participates in solutioning technology for customers that originate in the Support Center.
• Works to have technology best practices in place for managed services customers that are included in their service.
• Performs triaging, troubleshooting, and support to client via telephone, chat, email support, or tickets.
• Documents all pertinent end user information in ticketing system.
• Provides support for users utilizing laptops, workstations, desktops, iOS, and Android devices.
• Provides connectivity support for user's devices.
• Configures and installs software for end user devices such as laptops, workstations, and tablets.
• Supports the systems and networks of customers.
• Provides exemplary customer service.
• Performs customer call backs as required.
• Using problem-solving and people skills to ensure swift resolutions to technical issues.
• Troubleshoots, and diagnoses error messages and failures.
• Provides Tier 1, Tier 2, and Tier 3 support.
• Ensures system backups are completed.
• Creates and maintains client and support documentation.
• Tests, troubleshoots, and diagnoses error messages and failures.
• Installs, configures, maintains, and monitors Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments.
• Configures, deploys, and troubleshoots patching for devices.
• Checks and troubleshoots backup jobs/engines.

Qualifications Requirements/Job Specifications

Education: Bachelor's degree or higher in computer science or related field, OR equivalent combination of education and work experience. MCSE/MCITP certificate or equivalent knowledge. Meraki certification or equivalent knowledge.

Experience: 8+ years of IT engineering experience and Windows Administration. Industry expertise with enterprise infrastructure solution development (physical computer, networking, storage, or data center concepts).

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

Skills: Strong working experience in networking, WAN, LAN topology, and support; installing, configuring, and setting up workstations, servers, and printer. Working experience in building, troubleshooting, and maintaining VMWare and Hyper-V Virtual networks; Microsoft product portfolio; various technology OEMS. Excellent troubleshooting skills, the ability to multitask, and strong written and verbal communication skills.

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.