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.
Requirements
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
Preferred
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