Hybrid Senior Support Engineer (Tier 3)

cb20, Inc; New York (NY); Hybrid; USD 68,000 - 101,000; Full time

Benefits offered by this job

Hybrid 3 days on site in Malta

Job summary

cb20 is a veteran managed IT and audio-visual service provider delivering reliable support across the New England region. The Support Center Engineer III role focuses on advanced Tier 2/3 diagnostics, owning incidents from start to finish, and collaborating with Tier 1/2 teams to maintain client environments.

This senior position emphasizes professional communication, strong technical expertise, and a customer-centric approach to ensure timely resolutions and high-quality service.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred, or equivalent combination of education and professional experience.
• 8+ years of IT engineering or technical support experience.
• 5+ years of Windows systems administration experience.
• Experience in a MSP or similar support environment preferred.

Responsibilities

• Provide Tier 2 and Tier 3 support for managed services customers via phone, chat, email, and tickets.
• Diagnose, troubleshoot, and resolve complex incidents across infrastructure, systems, and user environments.
• Own cases through resolution with timely updates and clear communication.
• Maintain customer environments including workstations, servers, networks, cloud services, and mobile devices.
• Perform root cause analysis and suggest long-term solutions to prevent recurrence.

Skills

Troubleshooting

Communication

Documentation

Customer service

Multitasking

Collaboration

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows Server

Active Directory

Microsoft 365 / O365

VMware / Hyper-V

Networking

Backup platforms

VoIP

Cloud platforms

Job description

cb20 is a veteran managed IT and audio-visual service provider delivering reliable support across the New England region. The Support Center Engineer III role focuses on advanced Tier 2/3 diagnostics, owning incidents from start to finish, and collaborating with Tier 1/2 teams to maintain client environments.

This senior position emphasizes professional communication, strong technical expertise, and a customer-centric approach to ensure timely resolutions and high-quality service.