Key Facts

Remote From:

India

Full time

English

Hard Skills

Other Skills

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Video Conferencing
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Active Listening
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Customer Service
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Patience

Roles & Responsibilities

Proficient in troubleshooting software/hardware issues and incident management with ticketing systems (e.g., Jira, HaloPSA)
Experience with provisioning, OS deployment, and maintenance of laptops, workstations, and mobile devices
Knowledge of network basics (Wi-Fi, VPN, routers/switches) and user access management (Active Directory or Okta) with security best practices
Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation; strong communication and customer service skills

Requirements:

Troubleshooting and incident management across software, hardware, and network issues; prioritize urgent tickets and provide multi-channel support
Hardware/software lifecycle management including provisioning, OS/software deployment, maintenance, and vendor coordination
Network connectivity and access/security operations including ensuring VPN/Wi-Fi access, basic router/switch troubleshooting, and managing identity and security controls (AD/Okta, MFA, antivirus, encryption)
Documentation and end-user enablement by writing SOPs and how-to guides for self-service

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 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

Skill Category	Examples
Operating Systems	Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS).
Cloud/SaaS	Microsoft 365, Google Workspace, AWS, Azure.
Soft Skills	Patience, active listening, and the ability to explain complex tech in "plain English."
Certifications	CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation.