IT Support Engineer (India Office) at Red Cup IT, Inc.

We are seeking an IT Support Engineer to maintain the health of our hardware, software, and network infrastructure. You will be responsible for minimizing downtime through rapid incident response and proactive system optimization.

Key Responsibilities

1. Troubleshooting & Technical Support

This is the "bread and butter" of the role. When something breaks, the Support Engineer is the first point of contact.

• Diagnosing and resolving software glitches, hardware malfunctions, and "ghost in the machine" bugs.
• Managing a ticketing system (like Jira, HaloPSA) to prioritize urgent issues over routine tasks.
• Providing support across various channels: in-person, via remote desktop tools, or over the phone.

2. Hardware & Software Lifecycle

They manage the physical and digital tools the company uses.

• Provisioning: Setting up new laptops, workstations, and mobile devices for employees.
• Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
• Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.

3. Network & Infrastructure Oversight

While they may not be "Network Architects," they are responsible for the "last mile" of connectivity.

• Ensuring devices can connect to the local Wi-Fi, Ethernet, and VPN.
• Basic troubleshooting of routers, switches, and access points.
• Managing peripherals like network printers, VOIP phones, and video conferencing equipment.

4. User Access & Security

They act as the gatekeepers of the company’s digital perimeter.

• Identity Management: Creating, modifying, and deleting user accounts via Active Directory or Okta.
• Security Compliance: Ensuring all devices have updated antivirus software, disk encryption, and multi-factor authentication (MFA) enabled.
• Data Recovery: Assisting users with file backups and recovering lost data.

5. Documentation & Training

A great Support Engineer doesn't just fix a problem; they make sure it’s easier to fix next time.

• Writing Standard Operating Procedures (SOPs) for the internal IT team.
• Creating "How-to" guides for non-technical staff to promote self-service.

Essential Skills & Requirements