Technical Support Engineer

We are seeking a highly skilled Technical Support Engineer to join our team at cb20. As a key member of our support team, you will be responsible for providing exceptional technical support to our managed services customers.

• Provide Tier 1, Tier 2, and some Tier 3 technical support via phone, chat, email, or tickets.
• Document all pertinent end-user information in our ticketing system.
• Offer support for users utilizing laptops, workstations, desktops, iOS, and Android devices.
• Assist with connectivity issues for user's devices.
• Configure and install software for end-user devices such as laptops, workstations, and tablets.
• Support the systems and networks of our customers.
• Deliver exemplary customer service.
• Participate in 24-hour on-call support rotation.
• Ensure system backups are completed.
• Create and maintain client and support documentation.

• Proven analytical and problem-solving abilities.
• Strong written and verbal communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills.
• Strong documentation skills.
• Ability to present technical terms in a user-friendly language.
• Ability to multitask and promote department success.
• Experience working in a team-oriented, collaborative environment.
• 2-5 years of experience in IT engineering.
• Strong working experience with installation, configuration, maintaining, and managing 2 or more of the following: Virtualized Environments, Networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, Backup Engines, Cloud, O365/M365, VoIP.

The salary range for this position is $55,000 - $72,500 per year, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement plan, and paid time off.