Support Center Engineer II — IT Support (Remote/On-Site)

cb20, Inc; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

cb20, Inc. is seeking a Support Center Engineer II to deliver Tier 1–3 technical support for managed services customers in the New York area.

You will troubleshoot hardware and software, assist with installation, configuration, upgrades, and usage across Windows, Linux, VoIP, and network environments. The role emphasizes strong communication, documentation, and customer service, with on-site and remote support as needed.

Qualifications

• 2–5 years of IT engineering experience.
• Strong written and verbal communication skills.
• Proven analytical and problem-solving abilities.
• Ability to present technical terms in user-friendly language.
• Team-oriented with ability to multitask.
• Experience with Windows/Linux/server and network environments.

Responsibilities

• Perform triaging, troubleshooting, and support via telephone, chat, email, or tickets.
• Document all end-user information in the ticketing system.
• Provide support for laptops, desktops, iOS, and Android devices.
• Configure and install software on end-user devices.
• Support customer systems and networks, ensuring backups.
• Maintain client and support documentation.
• Participate in on-call rotation and provide 24/7 support as required.
• Explain features and guide customers through installation, configuration, and upgrades.

Skills

Analytical thinking

Problem-solving

Communication skills

Documentation skills

Multitasking

Team collaboration

Customer service

Education

Bachelor's degree in computer science or related field

CompTIA A+ or Network+ certification (desired)

Tools

Active Directory

Windows Server

Office 365 / M365

Networking basics

Backup solutions

Virtualization

VoIP systems

SQL

Job description

cb20, Inc. is seeking a Support Center Engineer II to deliver Tier 1–3 technical support for managed services customers in the New York area.

You will troubleshoot hardware and software, assist with installation, configuration, upgrades, and usage across Windows, Linux, VoIP, and network environments. The role emphasizes strong communication, documentation, and customer service, with on-site and remote support as needed.