cb20

Job DescriptionJob DescriptionSalary: $75-90K cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. As a Site Lead Support Center Engineer III, you will provide 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, required 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, recommend solutions to correct common failures, and escalate complex problems when required. Providing a high level of professionalism and day-to-day customer service. Responsibilities: Acts as an incident and problem manager for major outages. Is a technical knowledge escalation and subject matter expert point for the on-site team. Triages and resolves high level escalated tickets. Develops technical training and mentors on-site team for best practices of the Support Center and Managed Services. Helps to make customer onboarding run smoothly. Solve technically complex, strategic, high-profile, or long-running customer issues. Assists in automation and efficiency practices for Managed Services Participates as an on call technical escalation point. Assists and oversees tool development. Oversees the customer experience feedback loop. Participates in solutioning technology for customers that originate in the Support Center. Works to have technology best practices in place for managed services customers that are included in their service. Perform triaging, troubleshooting, and support to client via telephone, chat, email support, or tickets. Document all pertinent end user information in ticketing system. Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices. Provide connectivity support for users devices. Configure and install software for end user devices such as laptops, workstations, and tablets. Support the systems and networks of customers. Provide exemplary customer service. Perform customer call backs as required. Using problem-solving and people skills to ensure swift resolutions to technical issues. Troubleshooting, and diagnosing error messages and failures. Provide Tier 1, Tier 2, and Tier 3 support. Ensure system backups are completed. Create and maintain client and support documentation. Testing, troubleshooting, and diagnosing error messages and failures. Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments. Configure, deploy, and troubleshoot patching for devices. Check and troubleshoot backup jobs/engines. Qualifications Requirements/Job Specifications Education: Bachelor's degree or higher in computer science or related field, OR equivalent combination of education and work experience.MCSE\MCITP certificate or equivalent knowledge. Meraki certification or equivalent knowledge. Experience: 8+ years of IT engineering experience and Windows Administration. Industry expertise with enterprise infrastructure solution development (physical computer, networking, storage, or data center concepts). Standards: Ability to follow standards as outlined in the cb20 Company Manual. Skills:Strong working experience in networking, WAN, LAN topology, and support; installing, configuring, and setting up workstations, servers, and printer. Working experience in building, troubleshooting, and maintaining VMWare and Hyper-V Virtual networks; Microsoft product portfolio; various technology OEMS. Excellent troubleshooting skills, the ability to multitask, and strong written and verbal communication skills. Working time: 40 hours/week. All other times as defined by the demands of the customers and departments needs. Lifting: Typically, no lifting more than 25 lbs.

Job DescriptionJob DescriptionSalary: $75-90K cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 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 Bachelors 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.

Job DescriptionJob DescriptionSalary: $30/HR Position is temporary beginning on 5/14 and ending in 4-6 weeks. NETWORK AND SYSTEMS TECHNICIAN DISTINGUISHING FEATURES OF THE CLASS: Incumbent in this class designs, installs and maintains personal computers, local and wide area networks and the associated peripheral equipment. Incumbent has the responsibility for the identification and correction of network and system problems. Incumbent performs duties during normal business hours or during the night and weekends as required. Work is performed under the general supervision of a Senior Network and Systems Technician or other professional. Does related work as required. TYPICAL WORK ACTIVITIES: Installs and maintains personal computers and networks, including all peripheral equipment; Installs wiring and fiber optic cables; Installs and configures file servers, print servers, communications servers, network switches, personal computers and printers (network and desktop); Diagnoses computer and network problems on-site or by means of help desk staff with user telephone consultations; Works with vendors to configure and troubleshoot routers, circuit problems, and various third party software applications; Upgrades computers and peripheral equipment; Tests wiring; Maintenance of various non-personal computer user interfaces (KRONOS Time and Attendance keypads, etc.); Assists in the testing of new operating systems and software titles for interoperability and functionality with existing systems and software; Attends seminars and technical education classes to keep abreast of current trends in information technology. FULL PERFORMANCE KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS: Working knowledge of modern personal computers and local and wide area networks; Working knowledge of installation procedures relating to personal computers, local and wide area networks, peripheral equipment and software; Ability to install office computer systems and networks; Ability to evaluate equipment configuration requirements; Ability to diagnose computer system and network problems and assist in their resolution; Ability to direct users in system and network use; Ability to understand written material; Ability to follow oral and written directions; Physical condition commensurate with the demands of the position. MINIMUM QUALIFICATIONS: A. Graduation from a New York State or regionally accredited college or university with at least a Bachelors Degree in management information systems, computer science, information resources management, information technology, or a closely related field and one (1) year of full-time, paid experience in the installation, configuration, troubleshooting and maintenance of computer systems and networks; OR, B. Graduation from a New York State or regionally accredited college or university with an Associates Degree in management information systems, computer science, information resources management, information technology, or a closely related field and two (2) years of full-time, paid experience in the installation, configuration, troubleshooting and maintenance of computer systems and networks; OR, C. Graduation from high school or possession of a high school equivalency diploma and three (3) years of full-time, paid experience in the installation, configuration, troubleshooting and maintenance of computer systems and networks. NOTE: 1. Successful completion of a three (3) credit semester hour course in college-level computer science, computer information systems, or a closely-related field may be substituted for three months of appropriate experience. 2. Successful completion of a course of study offered by a technical training institute, college or corporate training program may be substituted for one year of appropriate experience, if the following conditions are met: a. The course of training involves learning the fundamental aspects of computer programming, systems analysis, telecommunications, LAN/WAN system configuration or a similar course with technical emphasis on the operation of a connected computer system. b. The candidate provides an official description of the coursework and evidence that it was successfully completed.

Job DescriptionJob DescriptionSalary: $45-$55K cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. As a Support Center Engineer I, you will provide Tier 1 support for 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. Duties and Responsibilities: Perform customer support to clients via telephone, chat, email, or tickets. Windows 11 imaging. Migration from Windows 11 to 10. Remove old assets and replace them with new assets. 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 users 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. 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 departments needs. Lifting: Typically, no lifting more than 25 lbs.

Job DescriptionJob DescriptionSalary: $75-100K cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. We are seeking a skilled and motivated IT Services & AV Support Technician to join our team. This position is responsible for delivering outstanding technical support to our customers across IT infrastructure, end-user services, and AV systems. The ideal candidate will have a strong background in help desk operations, managed services, and audiovisual support in both remote and onsite environments. Key Responsibilities can include: Set & Installation Install AV equipment like projectors, screens, speakers, microphones, and video conferencing systems. Mount TVs, displays, and wall panels. Set up cabling (HDMI, VGA, XLR, Ethernet, etc.) for AV systems. Configure control systems Testing & Troubleshooting Test AV systems to ensure functionality before events or meetings. Diagnose and resolve issues with video, sound, or connectivity. Perform routine maintenance checks on equipment. Replace or repair damaged components (cables, connectors, speakers, etc.). Live Event and Meeting Support Operate sound boards, mixers, and lighting consoles during live events. Support hybrid/virtual meetings with platforms like Zoom, Microsoft Teams, or Webex. Provide on-the-spot technical support for presenters and participants. Record or stream events, webinars, and meetings. Configuration & Integration Operate sound boards, mixers, and lighting consoles during live events. Support hybrid/virtual meetings with platforms like Zoom, Microsoft Teams, or Webex. Provide on-the-spot technical support for presenters and participants. Record or stream events, webinars, and meetings. Training & User Support Train users on operating AV systems and conference room equipment Create simple user guides or cheat sheets for non-technical staff Offer basic troubleshooting support over phone, email, or chat Required Skills & Qualifications: - Proven expertise in help desk operations, end-user support, wireless networking, and managed IT services. - Hands-on experience with installing and supporting AV systems and infrastructure hardware. - Strong understanding of Microsoft Operating Systems and basic networking protocols. - Excellent troubleshooting, documentation, and communication skills. - Ability to work independently and as part of a team in fast-paced environments. - Willingness to provide after-hours support and participate in on-call rotations.

Job DescriptionJob DescriptionSalary: $45-$60K cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. 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 users 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 anddepartments needs. Lifting: Typically, no lifting more than 25 lbs.

Job DescriptionJob DescriptionSalary: $55-$72.5K cb20is anaward-winning provider of managed IT andaudio-visualservices, proudlyserving organizations acrossNew York, Massachusetts, and the greater New Englandregion. With over 30 years of experience, a team of world-class engineers, and trustedpartnerships with the worlds leading hardware and software providers, wedeliver 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. The role: Support Center Engineer II As a Support Center Engineer II, you will provide Tier 1, Tier 2, and Tier 3 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, required 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, recommend solutions to correct common failures, and escalate complex problems when required. Providing a high level of professionalism and day-to-day customer service. Responsibilities: Perform triaging, troubleshooting, and support to clients via telephone, chat, email support, or tickets. Document all pertinent end user information in ticketing system. Provide support for users utilizing laptops, workstations, desktops, iOS, and Android devices. Provide connectivity support for users devices. Configure and install software for end user devices such as laptops, workstations, and tablets. Support the systems and networks of customers. Provide exemplary customer service. Perform customer call backs as required. Using problem-solving and people skills to ensure swift resolutions to technical issues. Troubleshooting, and diagnosing error messages and failures. Provide Tier 1, Tier 2, and some Tier 3 support. Participate in 24-hour on-call support rotation. Ensure system backups are completed. Create and maintain client and support documentation Testing, troubleshooting, and diagnosing error messages and failures. Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, Storage, Virtual, Mobile, Server, O365/M365, and Network environments Configure, deploy, and troubleshoot patching for devices Check and troubleshoot backup jobs/engines. Requirements: Proven analytical and problem-solving abilities. Strong written and verbal communication skills Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills. Strong documentation skills Ability to present technical terms in a user-friendly language. Ability to multitask and promote department success. Experience working in a team-oriented, collaborative environment. 2-5 years of experience in IT engineering Strong working experience with installation, configuration, maintaining and managing 2 or more of the following: Virtualized Environments, Networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, Backup Engines, Cloud, O365/M365, VoIP. Education: Bachelor's degree in computer science or related field, OR equivalent combination of education and work experience. Desired: CompTIA A+, Network+ or equivalent certification.

Job DescriptionJob DescriptionSalary: $37-45/HR cb20 is anaward-winning provider of managed IT and audio-visual services, proudly serving organizations acrossNew 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 worlds 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 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset. You will specialize in the configuring, readying, and troubleshooting of software/network-based audio-visual product solutions. A fundamental understanding of audio-visual principles, functionality, and terminology is required to be successful. Responsibilities and Duties: Execute assigned configuration tasks within deadlines both in the configuration lab and the field Rack fabrication of AV systems in the configuration lab Verify systems integration wiring connectivity and terminations in the lab Analyze and resolve configuration issues in a timely manner Provide support in loading, testing, and documenting results of pre-built customized control programs, touch panel files, and DSP builds Configuration of major brands of collaborative solutions such as Neat, Logitech, Polycom, Cisco Verify systems installation wiring connectivity and terminations in the field Complete final product configuration, testing, and commissioning of system solutions utilizing Field Commissioning Reports Perform end-user training on specific software applications and interfaces requiring client interaction Configuration of manufacturer applications, interfaces, and products based on system/client requirements Assist in system solutions analysis, design, development, and testing activities as needed Develop and maintain configuration policies and procedures Review and recommend changes to existing configuration processes Provide technical guidance to junior specialists in their assigned job duties Required Skills: At least 5 years of experience in AV Installation, Commissioning and Service AVIXA CTS/CTS-I and CQT preferred Experience with Microsoft Teams, Zoom, and WebEx as Conferencing Platforms Good working knowledge and ability to troubleshoot of Crestron, BIAMP, Extron and QSC Experience with AV industry software platforms. Any direct programming experience is a plus Strong Networking skills. Any specific certifications or training is a plus Proven experience in commercial AV installations including projectors, projection screens, video displays, video walls, cabling, rigging, and rack wiring Use of hand tools and aerial lifts including but not limited to; crimp and compression tools, Hilti or Hilti/type charge loaded tools, RJ45 crimpers, Dsub and soldering skills required Experience with Audio tuning, equalization and DSP Programming Organized, proactive and good communication skills