Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Microsoft Operating Systems Microsoft 365 Cyberinfrastructure Print Servers Escalation Management User Account Control User Account Control System Administration Patch Management Slack (Software) +11 more

Other Skills

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Troubleshooting (Problem Solving)
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Professionalism
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Communication
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Multitasking
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Teamwork
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Patience
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Strong Work Ethic
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Customer Service
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Prioritization
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Empathy
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Willingness To Learn
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Problem Solving

Roles & Responsibilities

2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role
Windows 10/11 workstations: install, configure, and troubleshoot
Microsoft 365 (Outlook, OneDrive, Teams; basic admin tasks)
Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting

Requirements:

Respond to help desk tickets via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs
Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions
Monitor client systems using RMM tools; perform patching, updates, and proactive maintenance
Document all work in the ticketing system with clear notes and resolutions and assist with onboarding of new users

Red Cup IT

Computer Hardware & Networking

About Red Cup IT

Red Cup IT is an enterprise-grade IT firm that provides MSP, MSSP, Project Delivery, and Skill Augmentation solutions. We have been in business for twelve years and support clients across the United States. Our hallmark is the delivery of skillsets in more than 100 IT solutions and SaaS applications. Red Cup IT’s technical staff constantly cross-train across their specializations. Our company culture is unusual for firms of our nature. We strongly believe in IT skill transfer and knowledge sharing. Our customers’ business and IT leaders appreciate that we take care of the technical details so that they can focus on their strategic and business missions. Our end users appreciate the white glove support we provide. We focus on vendor relationship development and know how to get the most out of our partnerships on behalf of our clients.

Company type: SME

Industry: Computer Hardware & Networking

Founded: 2018

Company size: 11 - 50

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Job description

We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.

Key Responsibilities

Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
Document all work performed in the ticketing system with clear notes and resolutions.
Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
Collaborate with senior engineers on escalations and follow through to resolution.
Educate end users on basic IT best practices and security awareness.

Required Qualifications

Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
Hands-on experience with:

Windows 10/11 workstations (install, configure, troubleshoot).
Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.

Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
Strong customer service, communication, and documentation skills.
Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.

Preferred Qualifications

Previous experience working for a Managed Service Provider is a must
Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
Basic PowerShell or scripting knowledge for automation and routine tasks.
Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
Familiarity with backup and disaster recovery solutions.

Soft Skills

Strong problem-solving mindset and willingness to research and learn new technologies.
Professional, patient, and empathetic approach when working with non-technical users.
Reliable work ethic and consistent follow-through on assigned tickets and projects.