cb20 is the Capital Regions 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 worlds 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.
This a 6-week temporary assignment beginning in the middle of August.
Summary
As a Help Desk Technician, you will take direction from a cb20 customer and provide Tier 1 and Tier 2 support to the customer's end users. The role is responsible for providing customers with technical support, remotely and/or on-site, so that they can complete the core and essential duties of their roles with functional, required equipment. The Help Desk Technician will review, triage, and resolve user tickets, escalating as necessary; and should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Help Desk Technician applies basic diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and escalate complex problems when required. Providing an elevated level of professionalism and day-to-day customer service is essential to the role. The Help Desk Technician will take direction from a cb20 customer and site to site travel may be required.
Duties and Responsibilities
Perform customer support to clients via telephone, chat, email support, or tickets.Document all pertinent end user information in ticketing system.Triaging and providing issue resolutions to customers.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 and Tier 2 support.Ensure system backups are completed.Create and maintain client and support documentationEffectively manage length of calls, handle time, and after call work.Qualifications Requirements/Job Specifications
Experience: 0-3 years of IT experience.
Working time: Monday - Friday; normal business hours. 35+ hours/week. All other times as defined by the demands of the customers and departments needs.
Lifting: Typically, no lifting more than 25 lbs.
Read Lesscb20 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.
This a 6-week temporary assignment beginning in the middle of August.
Summary
As a Help Desk Technician, you will take direction from a cb20 customer and provide Tier 1 and Tier 2 support to the customer's end users. The role is responsible for providing customers with technical support, remotely and/or on-site, so that they can complete the core and essential duties of their roles with functional, required equipment. The Help Desk Technician will review, triage, and resolve user tickets, escalating as necessary; and should be able to explain features of technical products, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment. A Help Desk Technician applies basic diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and escalate complex problems when required. Providing an elevated level of professionalism and day-to-day customer service is essential to the role. The Help Desk Technician will take direction from a cb20 customer and site to site travel may be required.
Duties and Responsibilities
Perform customer support to clients via telephone, chat, email support, or tickets.
Document all pertinent end user information in ticketing system.
Triaging and providing issue resolutions to customers.
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 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 and Tier 2 support.
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
Experience: 0-3 years of IT experience.
Working time: Monday - Friday; normal business hours. 35+ 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.
Read LessNETWORK 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.
cb20 is a technology solutions provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service. 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.
The Audiovisual Project Manager will oversee the planning, execution, and delivery of audiovisual projects from inception to completion. This role requires strong leadership, organizational skills, and a deep understanding of audiovisual technologies. The ideal candidate will ensure projects are delivered on time, within budget, and to the highest quality standards while maintaining excellent client relationships.
Responsibilities and Duties:
• Develop comprehensive project plans that outline scope, timelines, resources, and budget requirements
• Coordinate with internal teams, clients, and vendors to ensure alignment on project goals and deliverables
• Oversee the installation, setup, and configuration of audiovisual systems as required
• Monitor project progress and make adjustments as necessary to ensure successful completion
• Serve as the primary point of contact for clients, managing expectations and providing regular updates as contract or cb20 protocol requires
• Foster strong relationship with clients to understand their needs and deliver tailored audiovisual solutions
• Lead and mentor project teams, providing guidance and support throughout the project lifecycle
• Conduct post-project evaluations to identify successes and areas for improvement
• Manage project budgets, ensuring that all expenses and time billing are tracked and reported accurately
• Identify cost-saving opportunities while maintaining quality standards
Required Skills:
• 5+ years of experience in AV project management
• Strong organizational and multitasking abilities
• Excellent verbal and written communication skills
• Ability to work under pressure and meet tight deadlines
• Problem solving skills and attention to detail
• Proficiency in project management software and tools
Required Certifications:
• CTS certified
• PMP certification is a plus
• OSHA 30
• Aerial Lift certified
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 Bachelor’s 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 Associate’s 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.
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.
cb20 is the Capital Regions 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 worlds 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/hybrid in our office located in Saratoga Springs, NY
Position Summary
The Senior Solutions Engineer Networking serves as a trusted technical advisor to both customers and the cb20 sales organization, helping clients identify and implement technology solutions that achieve their desired business outcomes. This role combines consultative solution engineering, enterprise architecture, project support, and technical leadership.
The primary practice area is enterprise networking, with broad knowledge of cloud services, data center infrastructure, cybersecurity, and modern IT architectures. The successful candidate will collaborate closely with Sales Executives, delivery engineers, project managers, channel partners, OEMs, and Technology Service Providers (TSPs) to design, position, and successfully implement customer solutions.
In addition to supporting customer engagements, this individual will provide technical leadership to the Strategic Solution Engineering organization by evaluating emerging technologies, strengthening partner relationships, expanding the cb20 solution catalog, and mentoring fellow engineers and sales professionals.
Essential Responsibilities:
Presales Solution Engineering
Partner with Sales Executives to discover customer business requirements and translate them into technical solutions that align with strategic business objectives.Serve as the primary technical advisor throughout the sales cycle for prospective and existing enterprise customers.Build and maintain trusted, long-term customer relationships through consultative engagement.Conduct customer discovery sessions, technical workshops, demonstrations, and solution presentations.Develop high-level solution architectures that balance performance, scalability, security, resiliency, and cost.Prepare technical proposals, responses to RFPs/RFIs, statements of work support, and Bills of Materials (BOMs).Clearly articulate the business value and technical advantages of recommended solutions.Solution Design & Implementation Support
Design enterprise networking solutions that meet customer technical and business requirements.Provide technical oversight during project implementation to ensure deployed solutions align with approved architecture.Collaborate closely with Delivery Engineers and Project Managers throughout implementation.Perform technical knowledge transfer and mentoring for implementation teams.Assist with troubleshooting complex implementation challenges as needed.Maintain accurate and complete technical documentation, including network diagrams, implementation guidance, customer documentation, and knowledgebase articles within IT Glue and other approved cb20 platforms.Technical Leadership
Serve as a subject matter expert for enterprise networking technologies.Evaluate emerging technologies and recommend additions or enhancements to the cb20 solution catalog.Build and maintain strong relationships with strategic technology partners, OEMs, distributors, and Technology Service Providers (TSPs).Share technical knowledge through internal training sessions, documentation, mentoring, and sales enablement.Support the Presales Engineering and Sales teams by identifying new technologies, solution opportunities, and best practices that align with the cb20 technology portfolio.Maintain assigned technical certifications and continuously expand professional expertise.Technical Expertise
The successful candidate should possess deep expertise in enterprise networking technologies, including:
Campus switching and routingData center networkingCore network architectureEnterprise WANSD-WANFirewall technologiesNetwork security architectureWireless LAN (WLAN) designBorder Gateway Protocol (BGP)Routing protocolsNetwork segmentationHigh availability and resiliencyNetwork monitoring and management platformsWorking knowledge of the following technologies is also expected:
Cloud networking (AWS, Microsoft Azure, Google Cloud Platform)Hybrid cloud architecturesCybersecurity frameworks and technologiesIdentity and access managementData center infrastructureCollaboration with Technology Service Providers (TSPs)OEM partner technologiesRequired Qualifications
Education
Bachelor's degree in Computer Science, Network Engineering, Information Technology, Information Security, or a related discipline.Equivalent professional experience may be considered.Experience
Minimum of seven (7) years of progressive experience in enterprise networking.Minimum of three (3) years serving as a Network Architect, Senior Network Engineer, or Presales Solutions Engineer supporting multiple enterprise organizations.Demonstrated experience supporting technical sales engagements, enterprise solution design, and customer presentations.Experience working with channel partners, OEMs, and technology vendors.Preferred Certifications
One or more advanced networking certifications from strategic technology partners are strongly preferred, including:
Cisco: CCIE, CCDE, CCNP Enterprise, or CCNAFortinet: FCX, FCSS, or FCP (or the equivalent NSE certifications)Arista: ACE-E, ACE-P, or ACE-SHPE Aruba Networking: Professional- or Expert-level Aruba Networking certificationsJuniper Networks: JNCIE-ENT, JNCIP-ENT, or JNCIS-ENTEquivalent expert-, professional-, or specialist-level certifications from other strategic networking, security, or cloud infrastructure partners may also be considered.Core Competencies
Consultative solution sellingEnterprise network architecture and designExecutive level communication and presentation skillsTechnical leadership and mentoringCustomer relationship managementAnalytical thinking and problem solvingProposal development and solution documentationProject collaborationTime management and organizationActive listeningStrong written and verbal communicationHigh attention to detailSoftware Skills
Strong proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Microsoft Visio for network architecture diagrams, solution design, and technical documentationExperience using AutoTask for project, service, customer relationship, and opportunity managementExperience using D-Tools for solution design, proposal generation, and documentationExperience using IRIS for solution configuration, quoting, and internal business processesExperience using IT Glue for technical documentation, knowledge management, configuration documentation, and customer documentationAbility to quickly learn and effectively utilize new software platforms and technical tools as requiredWork Schedule
Full-time, 40 hours per week.Additional hours may be required based on customer engagements, project deadlines, and departmental needs.Travel
2550% local travel.Occasional overnight and long-distance travel to support customer engagements, project implementations, partner meetings, training events, and industry conferences.Company Standards
Adhere to all policies, procedures, and standards outlined in the cb20 Company Manual.Maintain assigned technical certifications and complete ongoing professional development.Represent cb20 professionally with customers, partners, vendors, and fellow team members.Demonstrate integrity, accountability, teamwork, and a commitment to delivering exceptional customer experiences.Success in This Role
A successful Senior Solutions Engineer Networking consistently:
Serves as a trusted technology advisor to customers and the cb20 sales organization.Partners effectively with Sales Executives to drive revenue growth through consultative, solution-based selling.Designs innovative, scalable, secure, and financially sound technology solutions aligned with customer business objectives.Supports successful project delivery through collaboration with implementation teams and project managers.Continuously expands the cb20 solution catalog through research, certification, partner engagement, and evaluation of emerging technologies.Mentors engineering and sales teams by sharing technical knowledge, best practices, and solution expertise.Maintains accurate documentation and contributes to the continual improvement of cb20's Strategic Solution Engineering practice. Read Lesscb20 is a technology solutions provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service.We partner with the worlds 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.
The Audiovisual Junior Project Manager will oversee the planning, execution, and delivery of audiovisual projects from inception to completion. This role requires strong leadership, organizational skills, and a deep understanding of audiovisual technologies. The ideal candidate will ensure projects are delivered on time, within budget, and to the highest quality standards while maintaining excellent client relationships.
Responsibilities and Duties:
Assist in developing project plans, including scope, timelines, resources, and budget requirementsCoordinate with internal teams, clients, and vendors to help ensure alignment on project goals and deliverablesSupport the installation, setup, and configuration of audiovisual systems on job sitesMonitor project progress and report any issues or delays to the Project ManagerServe as a key point of contact for clients, providing regular updates and managing day-to-day communications (following contract or CB20 protocols)Build and maintain positive relationships with clients to better understand their needs and help deliver effective AV solutionsCollaborate with and support senior project team members throughout the project lifecycleParticipate in post-project evaluations to identify lessons learned and areas for improvementAssist with tracking project budgets, expenses, and time billing to ensure accuracyHelp identify potential cost-saving opportunities while maintaining quality standardsRequired Skills:
13 years of experience in AV (audiovisual), construction, IT, or general project coordination (entry-level candidates with strong internships or related experience will be considered)Strong organizational and multitasking abilitiesGood verbal and written communication skillsAbility to work in a fast-paced environment and meet deadlinesProblem-solving mindset with strong attention to detailBasic proficiency in project management software and tools (e.g., MS Project, Smartsheet, Monday.com, or Excel) willingness to learn required tools is keyRequired Certifications:
OSHA 30Aerial Lift certifiedPreferred Certifications:
CTS certifiedPMP certificationcb20 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.
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 user’s 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 department’s needs.
Lifting: Typically, no lifting more than 25 lbs.
Read Lesscb20 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 vCIO is the acting CIO for cb20 Managed Services clients, operating in an account manager/technology consultant role. The vCIO oversees the management of proactive and reactive client activities. Proactive items include collaborating on client initiatives to ensure adequate support for success by IT, managing business impact/risk of customer’s technology, and client strategy creation and execution. A strong vCIO resource possess real world technical knowledge and experience, with an acumen for business and strategy, and excellent communication skills.
Reactive items management including resolving CSAT issues, providing oversight of high-profile support requests, providing quotes and PSA as needed, and assisting customers with urgent business needs.
The role is a balance between offense (proactive) and defense (reactive).
Duties and Responsibilities:
Own and manage customer relationship with assigned accounts, collaborating with day-to-day contacts as well as business owners, C-suite, and decision makers.Assist in the onboarding of new Managed Services customersQualifications Requirements/Job Specifications:
Proven proficiency in consulting with customers and helping to drive decisionsHigh customer service and relationship management acumenAbility to diffuse, mediate, and resolve CSAT issuesAbility to resolve problems of highest complexityExcellent communications, interpersonal skills, and prioritization skillsExcellent organizational skills including note taker and time/schedule management
Education: Bachelor’s degree or equivalent experience in the field of Information Technology
Experience: 10+ years of experience in an IT role involving technical execution, including consultative experience
Standards: Ability to follow standards as outlined in the cb20 Company Manual
Skills: A clear understanding of present and developing technology trends. A strong ability to correlate technologies and configurations in a customer’s environment with the business impact on the organization. Additionally, strong presentation and written skills are mandatory. Strong teamwork skills are also mandatory. Strong time and stress management skills are necessary. Ability to juggle a multitude of client requests and deliverables of varying priorities
Working time: 40 hours/week. All other times as defined by the demands of the customers and department’s needs
Travel: Position is hybrid, with resource expected to report into the cb20 office 3-4 days per week. Regular travel to customer sites to conduct Quarterly Business Review strategy meetings
Lifting: Typically, no lifting more than 60 lbs.
