Senior MSP Support Engineer III — Tier 3

cb20, Inc

Town of Malta (NY)

Hybrid

USD 90,000 - 130,000

Full time

11 days ago

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Benefits offered by this job

Hybrid work model

On-site Malta location

Rotational on-call

Job summary

cb20 is a leading MSP delivering managed IT and AV services across the Northeast. The Support Center Engineer III provides advanced Tier 2/3 technical support for cb20 managed services customers, diagnosing and resolving complex incidents across endpoints, infrastructure, network, and cloud environments while delivering exceptional service.

As a senior escalation point, you will partner with Tier 1/2 to resolve incidents, restore services during outages, and communicate technical information

Qualifications

Bachelor’s degree preferred in CS/IT or equivalent experience.
8+ years in IT engineering or technical support roles.
MSP or managed services experience preferred.

Responsibilities

Provide Tier 2/3 support via phone, chat, email, and ticketing systems.
Diagnose and resolve complex incidents across endpoints, networks, and cloud.
Own cases through resolution with clear customer communication.
Maintain environments: workstations, servers, network, cloud, mobile devices.
Perform root-cause analysis and propose long-term fixes.

Skills

Tier 2/3 support

Windows Server

Active Directory

Microsoft 365/O365

VMware

Hyper-V

Networking (LAN/WAN/VPN)

Backup solutions

VoIP systems

Cloud infrastructure

Documentation

Education

Bachelor’s degree in Computer Science or IT

Tools

VMware

Hyper-V

Windows Server

Active Directory

Microsoft 365/O365

VPN technologies

Backup software

Job description

As a senior escalation point, you will partner with Tier 1/2 to resolve incidents, restore services during outages, and communicate technical information

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