Technical Support Engineer

2 weeks ago

Youngstown, Ohio, United States cb20 Full time
Job Overview

Salary Range: $44,000 - $53,000

Company Overview: cb20 is recognized as the premier solution provider in the Capital Region for organizations that prioritize IT and Managed Services expertise alongside exceptional customer service. Our core values include putting customers first, acting with integrity, embracing innovation, and fostering self-development while contributing to our community. We collaborate with leading hardware and software companies 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 plays a crucial role in delivering technical assistance to clients, both remotely and on-site, enabling them to perform their essential duties effectively with the necessary equipment. The ideal candidate will possess the ability to articulate technical product features, address installation and configuration inquiries, and assist with equipment usage. This role involves applying diagnostic techniques to identify issues, investigate root causes, recommend solutions for common failures, and escalate more complex problems as needed, all while maintaining a high standard of professionalism and customer service.

Key Responsibilities:

  • Provide triage, troubleshooting, and support to clients through various communication channels including phone, chat, and email.
  • Document relevant end-user information within the ticketing system.
  • Assist users with laptops, workstations, desktops, iOS, and Android devices.
  • Facilitate connectivity support for user devices.
  • Install and configure software on end-user devices such as laptops and tablets.
  • Support customer systems and networks.
  • Deliver outstanding customer service.
  • Conduct follow-up calls with customers as necessary.
  • Utilize problem-solving and interpersonal skills to ensure quick resolutions to technical challenges.
  • 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 documentation for clients and support processes.
  • Test, troubleshoot, and diagnose error messages and failures.
  • Install, configure, maintain, and monitor various environments including Windows, Linux, VoIP, and Network systems.
  • Configure, deploy, and troubleshoot device patching.
  • Monitor and troubleshoot backup jobs and engines.

Qualifications:

  • Demonstrated analytical and problem-solving skills.
  • Strong written and verbal communication abilities.
  • Exceptional interpersonal skills, focusing on rapport-building and active listening.
  • Proficient documentation skills.
  • Aptitude for translating technical jargon into user-friendly language.
  • Ability to manage multiple tasks effectively.
  • Experience in a collaborative, team-oriented environment.
  • 2-5 years of experience in IT engineering.
  • Extensive experience with installation, configuration, and management of technologies such as Virtualized Environments, Networking, and Windows Servers.

Education:

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

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