IT Support Specialist Level 2

Job Description

Job Description

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 drivers 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