Support Center Engineer 3

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  "active_status": "active"
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  "inferred_at": "2026-06-06T10:31:00.718Z",
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{
  "list_job": {
    "id": "58",
    "isRemote": null,
    "location": {
      "city": "Albany",
      "state": "New York"
    },
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    "departmentId": "18569",
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    "jobOpeningName": "Support Center Engineer 3",
    "departmentLabel": "110",
    "employmentStatusLabel": "Full-Time"
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  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Albany",
      "state": "New York",
      "postalCode": "12205",
      "addressCountry": "United States"
    },
    "datePosted": "2024-09-30",
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    "description": "<p><span style=\"font-size: 14pt\"><span><span><span style=\"font-weight: bold\">cb20</span> is an award-winning provider of managed IT and </span></span><span><span>audio-visual</span></span><span><span> services, proudly </span></span><span><span>serving organizations across New York, Massachusetts, and the greater New England </span></span><span><span>region. With over 30 years of experience, a team of world-class engineers, and trusted </span></span><span><span>partnerships with the world’s leading hardware and software providers, we </span></span><span><span>deliver confidence, security, and above all \"</span><span><em><span style=\"font-weight: bold\">An Experience Above</span></em>\"</span></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><br></p>\n<p><br></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>As a </span><span>Site Lead – Support Center Engineer III</span><span>, you will provide support for managed services customers.  This role </span><span>is responsible for</span><span> providing customers with technical support, remotely and/or on-site so that they can complete </span><span>core</span><span> 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 </span><span>identify</span><span> problems, investigate causes, recommend solutions to correct common failures, and escalate complex problems when </span><span>required</span><span>. Providing </span><span>a high level</span><span> of professionalism and day-to-day customer service.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Responsibilities:</span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<ul>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Acts as an incident and problem manager for major outages.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Is a technical knowledge escalation and subject matter expert point for the </span><span>on-site team</span><span>.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Triages and resolves high level escalated tickets.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Develops technical training and mentors’ </span><span>on-site </span><span>team for best practices of the Support Center and Managed Services.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Helps to make customer onboarding run smoothly.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #2f3639; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Solve technically complex, strategic, high-profile, or long-running customer issues.</span></span><span style=\"color: #2f3639; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Assists</span><span> in automation and efficiency practices for Managed Services</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Participates as an on call technical escalation point.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Assists</span><span> and oversees tool development.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Oversees the customer experience feedback loop.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Participates in solutioning technology for customers that originate in the Support Center.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Works to have technology best practices in place for managed services customers that are included in their service.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Perform triaging, troubleshooting, and support to client via telephone, chat, email support, or tickets.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Document all pertinent end user information in ticketing system.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Provide support for users </span><span>utilizing</span><span> laptops, workstations, desktops, iOS, and Android devices.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Provide connectivity support for user’s devices.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n</ul>\n<ul>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Configure and install software for end user devices such as laptops, workstations, and tablets.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Support the systems and networks of customers.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Provide exemplary customer service.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Perform customer call backs as </span><span>required</span><span>.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Using problem-solving and people skills to ensure swift resolutions to technical issues.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Troubleshooting, and diagnosing error messages and failures.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Provide Tier 1, Tier 2, and Tier 3 support.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Ensure system backups are completed.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Create and </span><span>maintain</span><span> client and support </span><span>documentation.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Testing, troubleshooting, and diagnosing error messages and failures.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Install, configure, </span><span>maintain</span><span>, and </span><span>monitor</span><span> Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network </span><span>environments.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Configure, deploy, and troubleshoot patching for </span><span>devices.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n<li><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Check and troubleshoot backup jobs/engines.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></li>\n</ul>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 18px\"><span>Qualifications Requirements/Job Specifications</span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 18px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 18px\"><br></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 18px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Education:       </span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>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.</span><span> Meraki certification or equivalent knowledge. </span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Experience</span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>:     8+ years of IT engineering experience and Windows Administration. Industry </span><span>expertise</span><span> with enterprise infrastructure solution development (physical computer, networking, storage, or data center concepts).</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Standards</span><span>:       </span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Ability</span><span> to follow standards as outlined in the cb20 Company Manual.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Skills:              </span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>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 </span><span>maintaining</span><span> 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.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Working time</span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>:  </span><span>40</span><span> hours</span><span>/week. All other times as defined by the demands of the customers and department’s needs.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><br></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>Lifting</span></span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"><span>:            Typically, no lifting more than 25 lbs.</span></span><span style=\"color: #222222; font-family: Lato, Lato_EmbeddedFont, Lato_MSFontService, sans-serif; font-size: 15px\"> </span></p>",
    "compensation": "$75-90K",
    "departmentId": "18569",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Support Center Engineer 3",
    "departmentLabel": "110",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://cb20.bamboohr.com/careers/58",
    "employmentStatusLabel": "Full-Time"
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}