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IT Support Engineer at Red Cup IT, Inc.

Red Cup IT

Roles & Responsibilities

  • 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

Requirements:

  • 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.

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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