Support Center Engineer 1

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.

Requirements

• 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