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IT Support Specialist Level 2

Ciprus Consulting
  • San Diego, CA
  • Full-time
30+ days ago

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 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

Numbers & Facts

LocationSan Diego, CA
Job TypeFull-time

Skills

  • Access Controlunmatched
  • Best Practicesunmatched
  • Business Solutionsunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • CompTIA - Computing Technology Industry Associationunmatched
  • CompTIA A+unmatched
  • CompTIA Network+unmatched
  • Computer Workstationsunmatched
  • Consultingunmatched
  • Continuous Improvementunmatched
  • Customer Escalationsunmatched
  • Customer Experienceunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Document Change Managementunmatched
  • Driver's Licenseunmatched
  • Endpoint Securityunmatched
  • Establish Prioritiesunmatched
  • Firewallsunmatched
  • Hardware Upgradesunmatched
  • Help Deskunmatched
  • Identify Issuesunmatched
  • Internet Service Providersunmatched
  • Licensingunmatched
  • Mac Operating Systemunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Exchange Serverunmatched
  • Microsoft Outlookunmatched
  • Microsoft Product Familyunmatched
  • Microsoft SharePointunmatched
  • Microsoft Windows Azureunmatched
  • Network Administration/Managementunmatched
  • Network Supportunmatched
  • On Callunmatched
  • On Site Supportunmatched
  • Onboardingunmatched
  • Order Deliveryunmatched
  • Presentation/Verbal Skillsunmatched
  • Printersunmatched
  • Problem Solving Skillsunmatched
  • Service Level Agreement (SLA)unmatched
  • Technical Supportunmatched
  • Time Managementunmatched
  • User Account Administrationunmatched
  • VPN (Virtual Private Network)unmatched
  • Wi-Fiunmatched
  • Windows PowerShellunmatched
  • Writing Skillsunmatched

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