IT Support Engineer (India Office)

Red Cup IT, Inc.; Jaipur; On-site; INR 300,000 - 500,000; Full time

Job summary

A technology solutions company is seeking an IT Support Engineer to maintain hardware, software, and network health. The role involves troubleshooting technical issues, managing a ticketing system, provisioning devices, and ensuring security compliance. Ideal candidates will have experience with Windows and Linux systems, cloud services, and relevant IT certifications. This position offers opportunities to develop essential skills while providing important support to users and maintaining system integrity.

Qualifications

• Experience with Windows 10/11, macOS, Windows Server, and Linux (Ubuntu/CentOS).
• Familiarity with cloud services such as AWS and Azure.
• Certification in relevant IT fields is preferred.

Responsibilities

• Diagnose and resolve software glitches and hardware malfunctions.
• Manage a ticketing system for prioritizing issues.
• Provision and install new hardware and software.
• Oversee network connectivity and troubleshoot basic issues.
• Ensure user access and compliance with security protocols.
• Document procedures and create guides for users.

Skills

Patience

Active listening

Ability to explain complex tech

Education

CompTIA A+

Network+

Microsoft 365 Certified

ITIL Foundation

Tools

Jira

HaloPSA

Active Directory

Okta

Microsoft 365

Google Workspace

AWS

Azure

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

• 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.