Support Center Engineer 2

cb20•Malta, NY

About The Position

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 to perform their essential duties and explains technical product features, 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. The position supports users and customer systems across device, software, server, network, storage, virtual, mobile, VoIP, and Microsoft 365 environments. It also participates in a 24-hour on-call support rotation and helps ensure backups, patching, and support documentation are maintained.

Requirements

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 contribute to department success.
Experience working in a team-oriented, collaborative environment.
2–5 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.
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 user devices.
Configure and install software on end-user devices, including laptops, workstations, and tablets.
Support customers’ 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; 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.