IT Support Engineer

Red Cup IT, Inc.; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Red Cup IT, Inc. is seeking an IT Support Engineer responsible for providing technical assistance, troubleshooting hardware and software, and maintaining IT infrastructure. The ideal candidate will handle technical support requests, manage user accounts and devices, and troubleshoot network issues. A Bachelor's degree in information technology or related field is preferred, along with certifications like CompTIA A+ and experience with help desk systems. Strong problem-solving and communication skills are essential for success in this role.

Responsibilities

• Provide first-line and second-line technical support to employees or customers.
• Diagnose and resolve hardware, software, network, and system issues.
• Install, configure, and maintain desktops, laptops, printers, and mobile devices.
• Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN).
• Log issues and resolutions in ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.

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

Education

Bachelor's degree in information technology, Computer Science, or related field

Certifications such as: CompTIA A+, CompTIA Network+, Microsoft Certified certifications, Cisco Systems CCNA

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