Job Description
Position Summary
CCI Tech is seeking a proactive and customer-focused IT Support Specialist to support a diverse client base across cloud and on-premise environments. This role is responsible for delivering high-quality technical support, maintaining system reliability, and aligning client environments with cybersecurity and compliance standards (NIST, CMMC, SOC 2).
This position operates within a fast-paced MSP environment and requires strong troubleshooting skills, excellent communication, and adherence to structured processes using Autotask PSA.
Key Responsibilities
- Provide Level 1 & Level 2 support for client environments (remote and onsite)
- Manage and respond to service requests through Autotask PSA ticketing system
- Troubleshoot and resolve issues related to:
- Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
- Windows desktops and servers
- Network connectivity (VPN, firewalls, switches, Wi-Fi)
- Perform user onboarding/offboarding (account provisioning, licensing, device setup)
- Support Microsoft 365 tenant administration (CSP environments)
- Assist with cybersecurity tools deployment and monitoring:
- Endpoint protection (EDR/MDR)
- Email security and phishing protection
- Multi-factor authentication (MFA)
- Maintain accurate documentation in IT Glue and ticket updates in Autotask
- Follow CCI Tech’s ticketing standards (one issue per ticket, proper documentation, time tracking)
- Participate in scheduled onsite visits for client infrastructure support
- Assist with project work (network setups, server deployments, migrations)
- Escalate advanced issues to senior engineers with proper documentation and troubleshooting steps
- Adhere to SLA requirements and escalation procedures, including emergency response protocols
Compliance & Security Responsibilities
- Assist in implementing and maintaining NIST-based baseline controls
- Support compliance initiatives including:
- CMMC Level 1 & 2
- SOC 2 readiness
- Follow security best practices:
- Least privilege access
- Secure remote access
- Endpoint hardening and patching
- Report suspicious activity and potential security incidents immediately
Required Qualifications
- 2+ years of experience in IT support (MSP experience preferred)
- Strong knowledge of:
- Microsoft 365 administration
- Windows OS (10/11) and basic Windows Server
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Experience working with a ticketing system (Autotask preferred)
- Excellent troubleshooting and communication skills
Preferred Qualifications
- Experience with tools used at CCI Tech:
- RMM / Kaseya stack
- IT Glue documentation platform
- SonicWall, Meraki, or UniFi networking
- Familiarity with:
- Cloudflare DNS management
- Backup and disaster recovery solutions (Datto, etc.)
- Certifications:
- CompTIA A+, Network+, Security+
- Microsoft certifications (MS-900, AZ-900, etc.)
Key Performance Expectations
- Meet or exceed SLA response and resolution times
- Maintain clear, professional communication with clients
- Ensure all work is documented, tracked, and billable where applicable
- Participate in weekly team meetings and continuous improvement initiatives
- Follow CCI Tech’s “1-2-3” escalation and past-due ticket policy
Work Environment
- Hybrid role: remote support + onsite client visits
- Fast-paced MSP environment supporting multiple clients
- Participation in after-hours or emergency support rotation when required
- Must be comfortable working with clients across various industries
Why Join CCI Tech
- Established MSP with over 30+ years in business
- Exposure to diverse technologies and client environments
- Growth opportunities into System Administrator / Engineer roles
- Strong focus on cybersecurity and compliance services