MSP Service Desk & Support jobs in United States
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Red Cup IT · 9 hours ago

MSP Service Desk & Support

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
date3+ years exp

Red Cup IT is seeking an MSP Service Desk & Support professional to provide first- and second-level technical support to clients across various environments. This role involves troubleshooting technical issues, maintaining customer satisfaction, and following best practices in a fast-paced managed service provider environment.

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

Responsibilities

Serve as the first point of contact for client support requests via ticketing system, phone, and email
Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
Escalate complex issues to senior engineers or specialized teams when required
Document all troubleshooting steps, resolutions, and client communications in the PSA/ticketing system
Maintain high levels of customer satisfaction and professionalism
Support Windows and macOS workstations
Troubleshoot hardware, software, and peripheral issues
Manage user accounts, permissions, and security groups (Active Directory / Azure AD)
Provide Microsoft 365 support (Exchange, Teams, OneDrive, SharePoint)
Perform basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
Support RMM tools, endpoint security, and patching systems
Assist with onboarding/offboarding users and device provisioning
Follow ITIL-aligned incident, problem, and change management processes
Meet or exceed SLA and response time requirements
Identify recurring issues and recommend improvements
Participate in knowledge base creation and maintenance
Follow security best practices and MSP standards

Qualification

IT support experienceWindows OS knowledgeMicrosoft 365 administrationRMM tools experienceActive Directory managementITIL Foundation certificationCompTIA A+ certificationTroubleshooting skillsCustomer service skillsCommunication

Required

3+ years of IT support experience (MSP experience strongly preferred)
Strong knowledge of Windows OS and basic networking concepts
Experience with Microsoft 365 administration
Familiarity with ticketing/PSA systems (e.g., ConnectWise, Autotask, HaloPSA, Zendesk)
Experience using RMM tools (e.g., NinjaOne, Datto, N-able, ConnectWise Automate)
Understanding of endpoint security tools and MFA concepts
Excellent communication and customer service skills
Strong troubleshooting and analytical abilities
Ability to manage multiple tickets and priorities simultaneously
Comfortable working in a fast-paced, client-facing environment
Professional demeanor and positive attitude

Preferred

MSP experience supporting multiple clients and environments
ITIL Foundation certification
CompTIA A+, Network+, or Microsoft certifications
Experience with Azure AD, Intune, or basic cloud administration
Familiarity with VoIP systems and SaaS applications

Company

Red Cup IT

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Red Cup IT is an enterprise-grade Cybersecurity & IT firm that provides MSP, MSSP, Project Delivery, and Skill Augmentation solutions.
dateFounded in 2009
location
Garden Grove, California, USA
people-size11-50 employees
web-link
https://redcupit.com

Funding

Current Stage
Early Stage

Leadership Team

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Dan Le
Founder and CEO
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Company data provided by crunchbase