Technical Support Engineer II
2 weeks ago
Salary Range: $75-90K
About cb20: cb20 is a premier provider of IT and Managed Services in the Capital Region, dedicated to delivering exceptional customer service and technical expertise. Our organization prioritizes customer satisfaction, integrity, innovation, and community contribution. We collaborate with leading hardware and software vendors to offer comprehensive consulting, implementation, and managed services across the United States. With over 30 years of experience and a team of world-class engineers, cb20 ensures a secure, confident, and high-quality customer experience.
Position Overview: The Support Center Engineer II is responsible for delivering technical assistance to clients, both remotely and on-site, enabling them to perform their essential tasks effectively with the necessary equipment. The ideal candidate will possess the ability to clarify technical product features, address installation and configuration inquiries, and provide guidance on upgrades and customization.
Key Responsibilities:
- Conduct triaging, troubleshooting, and support for clients through various communication channels including phone, chat, and email.
- Document all relevant user information within the ticketing system.
- Assist users with laptops, desktops, iOS, and Android devices.
- Provide connectivity support for user devices.
- Install and configure software on end-user devices.
- Support customer systems and networks.
- Deliver outstanding customer service.
- Perform follow-up calls to customers as necessary.
- Utilize problem-solving skills to ensure prompt resolutions to technical challenges.
- Troubleshoot and diagnose error messages and system 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 issues effectively.
- Install, configure, maintain, and monitor various environments including Windows, Linux, VoIP, and cloud services.
- Configure and troubleshoot device patching.
- Monitor and troubleshoot backup jobs.
Qualifications:
- Demonstrated analytical and problem-solving skills.
- Strong written and verbal communication abilities.
- Exceptional interpersonal skills, emphasizing rapport-building and active listening.
- Proficient documentation skills.
- Aptitude for translating technical jargon into user-friendly language.
- 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.
- Solid 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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