Support Center Engineer 2

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    "id": "235",
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      "city": "Malta",
      "state": "New York"
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    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Malta",
      "state": "New York",
      "postalCode": "12020",
      "addressCountry": "United States"
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    "datePosted": "2026-04-20",
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    "description": "<p><span style=\"font-size: 14pt\"><span><span style=\"font-weight: bold\">cb20</span> is an award-winning provider of managed IT and </span><span>audio-visual</span><span> services, proudly </span><span>serving organizations across New York, Massachusetts, and the greater New England </span><span>region. With over 30 years of experience, a team of world-class engineers, and trusted </span><span>partnerships with the world’s leading hardware and software providers, we </span><span>deliver confidence, security, and above all \"<em><span style=\"font-weight: bold\">An Experience Above</span></em>\"</span><span style=\"font-style: italic\"><span>.</span></span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(224, 62, 45); font-size: 12pt; font-weight: bold\">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.</span></p>\n<p><span style=\"color: #222222; font-family: Lato, sans-serif; font-size: 16px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"font-size: 15px\">The role: </span></span><span style=\"font-weight: bold\"><span style=\"font-size: 15px\">Support Center Engineer II </span></span></p>\n<p><span style=\"font-size: 15px\">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.</span></p>\n<p><span style=\"font-weight: bold\"><br></span></p>\n<p><span style=\"font-weight: bold\"><span style=\"font-size: 15px\">Responsibilities:</span></span></p>\n<ul>\n<li><span style=\"font-size: 15px\">Perform triaging, troubleshooting, and support to clients via telephone, chat, email support, or tickets.</span></li>\n<li><span style=\"font-size: 15px\">Document all pertinent end user information in ticketing system.</span></li>\n<li><span style=\"font-size: 15px\">Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices.</span></li>\n<li><span style=\"font-size: 15px\">Provide connectivity support for user’s devices.</span></li>\n<li><span style=\"font-size: 15px\">Configure and install software for end user devices such as laptops, workstations, and tablets.</span></li>\n<li><span style=\"font-size: 15px\">Support the systems and networks of customers.</span></li>\n<li><span style=\"font-size: 15px\">Provide exemplary customer service.</span></li>\n<li><span style=\"font-size: 15px\">Perform customer call backs as required.</span></li>\n<li><span style=\"font-size: 15px\">Using problem-solving and people skills to ensure swift resolutions to technical issues.</span></li>\n<li><span style=\"font-size: 15px\">Troubleshooting, and diagnosing error messages and failures.</span></li>\n</ul>\n<ul>\n<li>Provide Tier 1, Tier 2, and some Tier 3 support.</li>\n<li>Participate in 24-hour on-call support rotation.</li>\n<li>Ensure system backups are completed.</li>\n</ul>\n<ul>\n<li><span style=\"font-size: 15px\">Create and maintain client and support documentation</span></li>\n<li><span style=\"font-size: 15px\">Testing, troubleshooting, and diagnosing error messages and failures.</span></li>\n</ul>\n<ul>\n<li>Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments</li>\n<li>Configure, deploy, and troubleshoot patching for devices</li>\n<li>Check and troubleshoot backup jobs/engines.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><span style=\"font-size: 15px\">Requirements:</span></span></p>\n<ul>\n<li>Proven analytical and problem-solving abilities.</li>\n<li>Strong written and verbal communication skills</li>\n<li>Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills.</li>\n<li>Strong documentation skills</li>\n<li>Ability to present technical terms in a user-friendly language.</li>\n<li>Ability to multitask and promote department success.</li>\n<li>Experience working in a team-oriented, collaborative environment.</li>\n<li>2-5 years of experience in IT engineering</li>\n<li>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.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><span style=\"font-size: 15px\">Education:</span></span></p>\n<ul>\n<li><span style=\"font-size: 15px\">Bachelor's degree in computer science or related field, OR equivalent combination of education and work experience.</span></li>\n<li><span style=\"font-size: 15px\">Desired: CompTIA A+, Network+ or equivalent certification.</span></li>\n</ul>",
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    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://cb20.bamboohr.com/careers/235",
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