Support Center Engineer II: Tier 1-3 IT Support

cb20, Inc; Town of Malta (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

cb20 is an award-winning IT and AV services provider seeking a Support Center Engineer II in the United States. You will deliver Tier 1–3 technical support for managed services customers, remotely or on-site, covering laptops, workstations, and various devices.

Strong communication and problem solving are essential as you diagnose and resolve issues and document outcomes. Responsibilities include triage, onboarding, training, and maintaining documentation, with on-call rotation and backup

Qualifications

• Bachelor's degree or equivalent experience in computing.
• 2-5 years of IT engineering experience.
• Strong communication and problem-solving skills.
• Experience with 2+ of: virtualization, networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, backup engines, cloud, O365/M365, VoIP.
• CompTIA A+ or Network+ certification is a plus.

Responsibilities

• Provide Tier 1–3 support for managed services customers via phone, chat, email, or tickets.
• Document end-user information in ticketing system and maintain records.
• Support laptops, desktops, iOS, and Android devices; ensure connectivity.
• Install, configure, and troubleshoot software on end-user devices.
• Assist with on-site support and remote troubleshooting as needed.
• Participate in 24/7 on-call rotation and ensure backups are running.
• Create and maintain client documentation; test and diagnose issues.

Skills

Analytical abilities

Communication skills

Interpersonal skills

Documentation skills

Multitasking

Teamwork

Problem solving

Customer service

Education

Bachelor's degree in computer science or related field

CompTIA A+ or Network+ certification (desired)

Tools

Windows servers

Active Directory

O365/M365

SQL

Backup engines

Virtualization

Networking

Job description

cb20 is an award-winning IT and AV services provider seeking a Support Center Engineer II in the United States. You will deliver Tier 1–3 technical support for managed services customers, remotely or on-site, covering laptops, workstations, and various devices.

Strong communication and problem solving are essential as you diagnose and resolve issues and document outcomes. Responsibilities include triage, onboarding, training, and maintaining documentation, with on-call rotation and backup