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Technical Support Engineer II

2 months ago

Poughkeepsie, New York, United States cb20 Full time
Job Overview

Salary Range: $75-90K

Company Overview: cb20 is a premier solution provider in the Capital Region, dedicated to organizations that prioritize IT and Managed Services expertise alongside exceptional customer service. Our ethos revolves around putting customers first, acting with integrity, embracing innovation, and fostering self-development while contributing to our community. We collaborate with leading hardware and software firms to deliver comprehensive consulting, implementation, and managed services across the United States. With over 30 years of experience and world-class engineering talent, cb20 ensures confidence, security, and a superior customer experience.

Position Summary: The Support Center Engineer II is responsible for delivering technical assistance to clients, both remotely and on-site, enabling them to perform their essential duties with the necessary equipment. The ideal candidate will articulate the features of technical products, address inquiries regarding installation, configuration, upgrades, customization, and usage of technical equipment. This role involves applying fundamental diagnostic techniques to identify issues, investigate causes, recommend solutions for common failures, and escalate complex problems as needed, all while maintaining a high level of professionalism and customer service.

Key Responsibilities:

  • Provide triage, troubleshooting, and support to clients through various communication channels.
  • Document all relevant end-user information in the ticketing system.
  • Assist users with laptops, workstations, desktops, iOS, and Android devices.
  • Facilitate connectivity support for user devices.
  • Install and configure software for end-user devices.
  • Support customer systems and networks.
  • Deliver exemplary customer service.
  • Conduct follow-up calls with customers as necessary.
  • Utilize problem-solving and interpersonal skills to ensure prompt resolutions to technical issues.
  • 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 completion of system backups.
  • Create and maintain client and support documentation.
  • Test, troubleshoot, and diagnose error messages and failures.
  • Install, configure, maintain, and monitor various environments including Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network.
  • Configure, deploy, and troubleshoot device patching.
  • Check and troubleshoot backup jobs and engines.

Qualifications:

  • Demonstrated analytical and problem-solving skills.
  • Strong written and verbal communication abilities.
  • Exceptional interpersonal skills with a focus on rapport-building and active listening.
  • Proficient documentation skills.
  • Aptitude for presenting technical concepts in an accessible manner.
  • Ability to manage multiple tasks and contribute to departmental success.
  • Experience in a collaborative, team-oriented environment.
  • 2-5 years of experience in IT engineering.
  • Extensive experience with installation, configuration, maintenance, and management of multiple systems such as Virtualized Environments, Networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, Backup Engines, Cloud, O365/M365, and VoIP.

Education:

  • Bachelor's degree in computer science or a related field, or an equivalent combination of education and experience.
  • Preferred: CompTIA A+, Network+ or equivalent certification.