Ciprus Consulting ยท 1 month ago
IT Support Specialist Level 2
San Diego, CA
Full-time
Hybrid
Entry, Mid Level
2+ years expCiprus Consulting is a San Diego based Managed Service Provider supporting small to mid sized businesses. They are hiring an IT Support Specialist Level 2 to handle escalated support requests, assist with projects, and deliver a high level client experience.
ConsultingInformation TechnologyIT ManagementManagement ConsultingSoftware
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
Qualification
Required
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
Company
Ciprus Consulting
Ciprus Consulting offers IT support and management to organization.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase