Support Engineer III

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row.  In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

Summary

The Support Center Engineer III provides advanced Tier 2 and Tier 3 technical support for cb20 managed services customers. This role is responsible for diagnosing, troubleshooting, and resolving complex technical issues across endpoint, infrastructure, network, and cloud environments while ensuring exceptional customer service and timely resolution of incidents.

The Support Center Engineer III acts as a senior escalation point within the Support Center, partnering with Tier 1 and Tier 2 engineers to resolve complex incidents, restore services during outages, and maintain operational stability for client environments. This role requires strong technical expertise, ownership of technical cases through resolution, and the ability to communicate complex technical information clearly to both customers and internal teams.

A high level of professionalism, accountability, and customer focus is required to ensure cb20 continues to deliver consistent, high-quality managed services.

Duties and Responsibilities

Technical Support & Incident Resolution

• Provide Tier 2 and Tier 3 support to managed services customers through phone, chat, email, and ticketing systems.
  • Diagnose, troubleshoot, and resolve complex technical incidents across infrastructure, systems, and end-user environments.
  • Own technical cases through resolution, ensuring timely updates, documentation, and clear communication with customers and internal teams.
  • Support and maintain customer environments including workstations, servers, network infrastructure, cloud services, and mobile devices.
  • Perform root cause analysis and recommend long-term solutions to prevent recurring incidents.
  • Escalate incidents appropriately to the Technical Lead (Tier 4) or engineering teams when required.

Systems Administration & Infrastructure Support

• Install, configure, maintain, and monitor environments including Windows, Linux, virtualization platforms, networking, storage, VoIP, and cloud services.
  • Manage and troubleshoot Microsoft 365/O365 environments and related Microsoft technologies.
  • Configure and deploy patching solutions across customer environments.
  • Monitor and troubleshoot backup platforms and ensure backup success and recoverability.
  • Support connectivity issues related to LAN, WAN, VPN, and wireless networks.

Support Center Operations

• Document all technical activity, troubleshooting steps, and resolutions within the ticketing system according to cb20 standards.
  • Ensure client documentation and technical runbooks are maintained and updated in the knowledge base.
  • Maintain strong ticket hygiene including accurate categorization, prioritization, and time tracking.
  • Meet first response, resolution plan and time to resolve SLA on tickets assigned.
  • Participate in the 24-hour on-call rotation as required.
• Dispatch to client sites when on-site support is required to perform physical troubleshooting or remediation of technical issues.

Collaboration & Mentorship

• Provide guidance and coaching to Tier 1 and Tier 2 engineers on troubleshooting processes and technical solutions.
  • Collaborate with the Technical Lead and Support Center management to improve processes, documentation, and operational efficiency.
  • Contribute to knowledge sharing and continuous improvement initiatives within the Support Center.

Customer Experience

• Deliver exceptional customer service through professional communication, responsiveness, and proactive support.
  • Communicate technical concepts in clear, user-friendly language to customers and stakeholders.
  • Perform customer follow-up as required to ensure issues are fully resolved and customer expectations are met.

Qualifications

Education

Bachelor’s degree in Computer Science, Information Technology, or related field preferred, or equivalent combination of education and professional experience.

Preferred certifications may include:
• CompTIA A+, Network +
• Microsoft certifications
• VMware certifications
• Other relevant infrastructure or networking certifications

Experience

• 8+ years of experience in IT engineering or technical support roles
  • 5+ years of experience in Windows systems administration
  • Experience working within a managed services provider (MSP) or similar support environment preferred

Strong experience with installation, configuration, and administration of multiple technologies including:

• Windows Server environments
  • Active Directory
  • Microsoft 365 / O365
  • Virtualization platforms (VMware / Hyper-V)
  • Networking (LAN/WAN/VPN)
  • Backup platforms
  • Endpoint hardware and operating systems
  • VoIP systems
  • Cloud infrastructure platforms

Skills

• Advanced troubleshooting and diagnostic skills
  • Strong written and verbal communication abilities
  • Ability to explain technical concepts in clear, user-friendly language
  • Strong documentation and knowledge-sharing practices
  • Excellent customer service and interpersonal skills
  • Ability to multitask and prioritize work in a fast-paced environment
  • Strong collaboration and mentorship capabilities

Standards

Ability to follow operational standards and procedures as outlined in the cb20 Company Manual and Support Center operational guidelines.

Working Environment

Hybrid 3 days per week on site in Malta location. 40 hours per week, with additional hours as required based on customer needs, operational demands, or incident response requirements.  Rotational on-call covering after hours, weekends when scheduled.

Physical Requirements

Occasional lifting of equipment up to 25 lbs. may be required.