About the role
Ciprus Consulting is a San Diego based Managed Service Provider supporting small to mid sized businesses. We are hiring an IT Support Specialist Level 2 to handle escalated support requests, assist with projects, and deliver a high level client experience. This is a mid level position for someone who can work independently and also collaborate closely with senior engineers and team leads.
Responsibilities
- Provide Level 2 technical support for multiple client environments, including Windows and macOS workstations, printers, and standard business applications.
- Troubleshoot and support Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
- Manage user accounts, permissions, and security using Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365 admin portals.
- Diagnose and resolve network and connectivity issues involving DNS, DHCP, VPNs, Wi\-Fi, firewalls, and ISP\-related problems.
- Handle escalations from Level 1 technicians and resolve issues to meet SLA requirements.
- Accurately document troubleshooting steps, root causes, and resolutions in the ticketing system to support knowledge sharing and continuous improvement.
- Perform user onboarding and offboarding tasks, including device provisioning, account setup, licensing, and access control.
- Assist with client projects, including workstation deployments, Microsoft 365 migrations, infrastructure upgrades, and hardware refreshes.
- Use remote tools to resolve issues efficiently and provide on\-site support when needed.
- Communicate professionally with end users, client contacts, and internal teams, setting clear expectations and timelines.
- Follow best practices for security, standardization, documentation, and change management across all client environments.
- Participate in on\-call rotations or after\-hours support when required.
- Provide on\-site field support at client locations for troubleshooting, installation, and deployment.
- Support ongoing improvements to tools, processes, and workflows.
- Serve as the assigned technician for a client office when needed, providing consistent on\-site and remote support and maintaining familiarity with the client environment.
- 2\+ years of IT support experience in a helpdesk or MSP environment
- Proven ability to troubleshoot complex technical issues across multiple clients and environments
- Strong working knowledge of Microsoft 365 and cloud\-based services
- Solid understanding of networking fundamentals.
- Experience using ticketing systems, RMM platforms, and remote support tools
- Ability to prioritize work effectively while managing multiple tickets and competing deadlines
- Valid driver’s license and reliable transportation for occasional on\-site client support
- Excellent written and verbal communication skills with a strong customer\-service mindset
- Experience working in a fast\-paced MSP environment.
- Familiarity with PowerShell, Microsoft Intune, or device management tools.
- Exposure to security best practices, including MFA, conditional access, and endpoint protection.
- Experience supporting small to mid\-sized business (SMB) clients.
- Certifications such as CompTIA A plus, Network plus, Microsoft, or similar
Requirements
Preferred