We are looking for an MSP Senior Support Engineer at Red Cup IT, Inc. who plays a crucial role in ensuring that client IT systems operate efficiently and effectively. The job entails overseeing and managing IT services for various clients, providing high-level technical support, and ensuring that service level agreements (SLAs) are met.
-Provide advanced technical support for hardware, software, and network issues across a diverse client base.
-Act as the second or third line of support, handling more complex problems that junior staff cannot resolve.
-Perform systems diagnostics, troubleshooting, and fault resolution across a range of technologies and platforms.
-Manage incident response and resolution within agreed SLAs.
-Oversee and manage configurations, system operations, and software updates for clients’ IT environments.
-Administer server environments including Windows Server, Linux, and virtualization platforms like VMware and Hyper-V.
-Ensure continuous monitoring and maintenance of IT systems to prevent issues and optimize performance.
-Lead or participate in IT projects such as system migrations, deployments, and integrations
-Coordinate with vendors and other IT personnel to deliver projects on time and within budget.
-Document project progress and ensure all technical documentation is up-to-date and accessible.
-Build and maintain strong relationships with clients, understanding their business needs and IT requirements.
-Communicate effectively with clients to identify needs and evaluate alternative technical solutions.
-Advocate for clients’ needs within the MSP to ensure they receive high-quality service.
-Mentor and support junior technical support staff and help in developing their technical skills.
-Lead by example in terms of technical expertise, customer service, and adherence to best practices.
-Contribute to continuous improvement initiatives within the team and the broader organization.
-Bachelor’s degree in Information Technology, Computer Science, or related field.
-Minimum of 5 years of experience in IT support, with at least 2 years in a senior or managerial role.
-Strong technical skills across a variety of technologies, including networks, servers, databases, cloud services, and cybersecurity.
-Professional certifications (e.g., CompTIA, Cisco, Microsoft Certified Solutions Expert) are highly preferred.
-Exceptional problem-solving skills and the ability to manage multiple priorities under pressure.
-Excellent communication and interpersonal skills.
Top Skills
What We Do
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.
