Support Center Engineer 2

cb20•Town of Milton, NY

13d•$50,000 - $85,000

About The Position

cb20 is an award-winning managed IT and audio-visual services provider serving organizations across New York, Massachusetts, and the greater New England region. With more than 30 years of experience, cb20 delivers IT and AV services through a team of engineers and partnerships with hardware and software providers. The Support Center Engineer II provides Tier 1, Tier 2, and some Tier 3 support to managed services customers, remotely and/or on-site. The role helps customers maintain functional equipment needed for their core work, explains technical product features, and answers questions about installation, configuration, upgrades, customization, and usage. The engineer uses diagnostic techniques to identify problems, investigate causes, recommend solutions for common failures, and escalate complex issues when needed, while providing professional, customer-focused service.

Requirements

Two to five years of experience in IT engineering.
Strong working experience installing, configuring, maintaining, and managing at least two of the following: virtualized environments, networking, PC hardware, Windows servers, Active Directory, Terminal/RDS, SQL, backup engines, cloud, O365/M365, or VoIP.
Proven analytical and problem-solving abilities.
Strong written and verbal communication skills.
Exceptional interpersonal skills, including rapport-building, listening, empathizing, and questioning.
Strong documentation skills.
Ability to explain technical terms in user-friendly language.
Ability to multitask and promote department success.
Experience working in a team-oriented, collaborative environment.
Bachelor’s degree in computer science or a related field, or an equivalent combination of education and work experience.

Nice To Haves

CompTIA A+, Network+, or equivalent certification.

Responsibilities

Triage, troubleshoot, and support clients by telephone, chat, email, and tickets.
Document pertinent end-user information in the ticketing system.
Support users of laptops, workstations, desktops, iOS devices, and Android devices.
Provide connectivity support for users’ devices.
Configure and install software on end-user devices, including laptops, workstations, and tablets.
Support customer systems and networks.
Provide exemplary customer service and perform customer callbacks as required.
Use problem-solving and interpersonal skills to resolve technical issues promptly.
Troubleshoot and diagnose error messages and failures.
Provide Tier 1, Tier 2, and some Tier 3 support.
Participate in a 24-hour on-call support rotation.
Ensure system backups are completed and check and troubleshoot backup jobs and engines.
Create and maintain client and support documentation.
Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, storage, virtual, mobile, server, O365/M365, and network environments.
Configure, deploy, and troubleshoot device patching.