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IT Support Engineer at Red Cup IT, Inc.

Red Cup IT

Role overview

Qualifications

  • Strong troubleshooting and diagnostic skills
  • Knowledge of operating systems (Windows, macOS, Linux)
  • Networking basics (TCP/IP, DNS, DHCP, VPN)
  • Experience with help desk or ticketing systems

Responsibilities

  • Provide first-line and second-line technical support to employees or customers; diagnose and resolve hardware, software, network, and system issues; respond to help desk tickets, emails, and phone support requests.
  • Install, configure, and maintain desktops, laptops, printers, and mobile devices; set up user accounts, permissions, and access controls; manage operating systems such as Windows, macOS, or Linux.
  • Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN); maintain routers, switches, and firewalls; monitor network performance and uptime.
  • Install and update applications and productivity tools like Microsoft 365 or Google Workspace; troubleshoot application errors and compatibility issues; log issues and resolutions in ticketing systems; maintain documentation for troubleshooting procedures and system configurations.

About the company

Red Cup IT logo

Red Cup IT

Computer Hardware & Networking

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 details

Company typeSME
IndustryComputer Hardware & Networking
Company size11 - 50

Links

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Job description

We are looking for an IT Support Engineer who is responsible for providing technical assistance to users, maintaining computer systems, troubleshooting hardware and software issues, and ensuring the smooth operation of an organization’s IT infrastructure.

Technical Support

  • Provide first-line and second-line technical support to employees or customers.
  • Diagnose and resolve hardware, software, network, and system issues.
  • Respond to help desk tickets, emails, and phone support requests.

System & Device Management

  • Install, configure, and maintain desktops, laptops, printers, and mobile devices.
  • Set up user accounts, permissions, and access controls.
  • Manage operating systems such as Microsoft Windows, macOS, or Linux.

Network Support

  • Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN).
  • Maintain routers, switches, and firewalls.
  • Monitor network performance and uptime.

Software & Application Support

  • Install and update applications and productivity tools like Microsoft 365 or Google Workspace.
  • Troubleshoot application errors and compatibility issues.

Documentation & Ticketing

  • Log issues and resolutions in ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
  • Maintain documentation for troubleshooting procedures and system configurations.

Security & Compliance

  • Implement security policies, patch updates, and antivirus solutions.
  • Support identity and access management.
  • Assist with incident response and security monitoring.

Required Skills

  • Strong troubleshooting and diagnostic skills
  • Knowledge of operating systems (Windows, macOS, Linux)
  • Networking basics (TCP/IP, DNS, DHCP, VPN)
  • Experience with help desk or ticketing systems
  • Customer service and communication skills
  • Time management and problem-solving ability

Preferred Qualifications

  • Bachelor's degree in information technology, Computer Science, or related field
  • Certifications such as:
    CompTIA A+
    CompTIA Network+
    Microsoft Microsoft Certified certifications
    Cisco Systems CCNA

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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