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Red Cup IT · 8 hours ago

IT Support Engineer

United States

Full-time

Remote

New Grad, Entry Level

Red Cup IT is seeking an IT Support Engineer who provides technical assistance to users by installing, maintaining, and troubleshooting hardware, software, and network systems. The role involves diagnosing and resolving issues, managing support requests, and ensuring smooth operation of IT services.

Cloud ComputingCloud ManagementCloud SecurityCyber SecurityEnterprise Resource Planning (ERP)Information TechnologyIT ManagementSales Automation

Responsibilities

Diagnose and resolve hardware, software, and basic network problems for employees or clients, often via ticketing systems, phone, email, or remote tools

Install and configure computers, operating systems, applications, and peripheral devices, including imaging devices and setting up user accounts and permissions

Respond to and manage IT support requests, documenting issues and solutions and escalating complex problems when necessary

Handle incoming support tickets, calls, or chats, gather relevant information, and provide step‑by‑step solutions to users

Perform routine maintenance such as updates, patches, antivirus checks, and basic backup or recovery tasks on user devices and systems

Support remote work and collaboration tools (VPN, Wi‑Fi, printers, video conferencing, email, Microsoft 365/Google Workspace, etc.)

Provide first‑ and second‑line technical support to employees via ticketing system, phone, email, and remote tools

Install, configure, and maintain desktops, laptops, mobile devices, operating systems, and standard applications

Troubleshoot and resolve incidents involving hardware, software, printers, and basic network connectivity, escalating when needed

Create and manage user accounts, permissions, and email setups for new hires; support onboarding and offboarding processes

Document incidents and solutions, maintain asset records, and contribute to knowledge base articles and IT documentation

Qualification

WindowsMacOSBasic networkingUser account managementCompTIA A+Network+Microsoft certificationsCisco (CCNA)Customer service skillsCommunication skillsDocumentation habits

Required

Technical skills in Windows and macOS (sometimes Linux), basic networking (TCP/IP, DNS, DHCP), user account management (e.g., Active Directory), and common business applications

Strong communication and customer service skills, including patience, clear explanations to non‑technical users, and good documentation habits

Some IT education (degree, diploma, or bootcamp) plus certifications such as CompTIA A+, Network+, Microsoft, or Cisco (CCNA), depending on the employer