Homeoffice MSP IT Support Engineer bei Red Cup IT, Inc.

We are looking for an MSP IT Support Engineer is responsible for providing technical support and solutions to clients of a managed service provider (MSP), solving complex issues, escalating technical problems, and supporting end-user environments across various technologies.

Responsibilities

• Provide front-line and escalation technical support for client requests via phone, email, and ticketing systems.
• Troubleshoot advanced issues in Windows Server, network infrastructure (routers, switches, firewalls), and cloud platforms (Azure, AWS, VMware).
• Handle Microsoft 365/Office 365 support, migrations, and administration.
• Manage Active Directory, domain configuration, and group policies.
• Implement and maintain backup/disaster recovery solutions (Veeam, Datto).
• Support security initiatives: firewalls, endpoint protection, MFA, Zero Trust configuration.
• Monitor client infrastructures with system/network management tools and respond proactively to alerts.
• Document technical processes, resolutions, and create end-user guides.
• Mentor junior support engineers and collaborate with cross-functional technical teams.
• Occasionally participate in project delivery, deployments, and upgrades, including after-hours/on-call support as needed.

Required Skills & Qualifications

• 3–5+ years MSP experience supporting diverse environments.
• Deep troubleshooting expertise across Windows Server, Microsoft 365, networking, and virtualization.
• Knowledge of firewalls (Sonicwall, Fortinet, Cisco), VLANs, backup/DR tools, and monitoring systems.
• Familiarity with scripting (PowerShell, Python, Bash) for automation.
• Strong analytical and communication skills, excellent documentation habits, and top-tier customer service focus.
• Ability to multitask, manage priorities, and work independently under pressure.

Preferred Experience

• Supporting VoIP, fiber ISP solutions, or telecom clients.
• Linux and hybrid-cloud environments.
• Service management (managing SLAs/KPIs, improving support documentation/processes).

Professional Qualities

• Conscientious, detail-oriented, and accountable.
• Professional appearance and team-oriented attitude.
• Passion for learning, teaching, and delivering excellent client experiences.

This role combines advanced technical troubleshooting, project work, and exemplary client-facing communication, making MSP IT Support Engineers critical to operational success in MSP environments.