What are the responsibilities and job description for the Support Center Engineer 1 position at cb20?
cb20 is the Capital Region’s solution provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service. We are an organization that puts Customers first, acts with Integrity, embraces innovation and values Self-Development and Contribution to our community. We partner with the world’s leading hardware and software companies to deliver end-to-end consulting, implementation and managed services across the U.S. With world-class engineering talent and 30 years of experience cb20 delivers confidence, security, a true sense of control and the highest- quality, end-to-end customer experience in the business.
Position requires applicant to be on-site full-time in our office located in Saratoga Springs, NY
As a Support Center Engineer I, you will provide Tier 1 and some Tier 2 support for managed services customers. This role is responsible for providing customers with technical support, remotely and/or on-site so that they can complete core and essential duties of their roles with functional IT equipment. The candidate should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Support Center Engineer applies basic diagnostic techniques to identify problems, investigate causes, escalate complex problems, and recommend solutions to correct common failures. An elevated level of professionalism and exceptional customer service is required.
Duties and Responsibilities
- Perform customer support to clients via telephone, chat, email, or tickets.
- Document all pertinent end user information in ticketing system.
- Triaging, troubleshooting, and resolving error messages, failures, and customer issues.
- Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices.
- Provide connectivity support for user’s devices.
- Configure and install software for end user devices such as laptops, workstations, and tablets.
- Support and maintain customer systems and networks.
- Provide exceptional customer service.
- Perform customer call backs as required.
- Use problem-solving and people skills to ensure swift resolutions to technical issues.
- Provide Tier 1, and some Tier 2 support.
- Participate in 24-hour on-call support rotation.
- Ensure system backups are completed.
- Create and maintain client and support documentation
- Effectively manage length of calls, handle time, and after call work.
Qualifications Requirements/Job Specifications
Education: Associates degree in Computer Science OR equivalent combination of education and work experience. Desired: CompTIA A Certification.
Experience: 0-3 years of IT experience. Experience working in a collaborative, collaborative environment.
Standards: Ability to follow standards as outlined in the cb20 Company Manual.
Skills: Knowledge of the following: O365/M365, Networking, Windows Servers, Virtualized Environments, PC Hardware, Backup Engines, VoIP, Cloud. Analytical and problem-solving abilities. Strong written, verbal communication, and documentation skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills. Ability to present technical terms in a user-friendly language. Ability to multitask and promote department success.
Working time: 40 hours/week. All other times as defined by the demands of the customers and department’s needs.
Lifting: Typically, no lifting more than 25 lbs.
Salary : $45,000 - $60,000
