Red Cup IT

Engineer

• Develop "Gold Standards" for client environments (e.g., standardizing Entra ID configurations or Intune policies across all tenants).
• Manage and optimize the MSP's core toolset (RMM, PSA, Backup portals, and Documentation platforms).
• Evaluate emerging tech (like AI-driven helpdesk automation) and decide if/how to integrate it into the service offering.
• Act as the final "buck stops here" point for the most catastrophic or persistent technical issues.
• Design complex migrations (Cloud-to-Cloud, M&A integrations) that Senior Engineers then execute.
• Lead investigations into systemic failures to ensure they never happen again across any client site.
• You are measured by how much better you make the other engineers.
• Conduct code/script reviews and technical workshops.
• Define how the team documents environments to ensure "Single Pane of Glass" visibility.
• Oversee the implementation of zero-trust frameworks and MFA across the entire MSP stack.
• Ensure client environments meet regulatory standards (HIPAA, CMMC, SOC2) through automated auditing.

Staff IT/MSP Engineer

Security Engineer

• Design security baselines (NIST, CIS, or ISO 27001) for clients
• Act as the final point of escalation for complex security breaches
• Write advanced scripts (Python, PowerShell, Bash) for automation
• Secure multi-cloud environments (Azure, AWS, GCP)
• Mentor Junior and Senior Engineers and lead compliance audits

Staff Security Engineer

Systems Engineer

• Design and execute high-level projects, including server migrations (Physical to Virtual), Microsoft 365/Azure migrations, and network overhauls.
• Act as the ultimate technical authority for the support team, resolving high-impact issues related to server crashes, core networking, and security breaches.
• Proactively maintain and optimize client environments using our RMM and PSA toolsets to ensure 99.9% uptime.
• Implement and enforce security best practices (MFA, EDR, Backup verification) and technical standards across a diverse client base.
• Maintain impeccable records of client configurations, network diagrams, and procedural "runbooks" within our documentation platform.
• Assist account managers in "Technical Business Reviews" by identifying hardware lifecycles and recommending technology upgrades that align with client goals.

IT Systems Engineer

Support Engineer

• Troubleshooting and technical support as first point of contact
• Manage hardware and software lifecycle including provisioning and maintenance
• Oversight of network and infrastructure ensuring device connectivity
• Manage user access and security protocols
• Create documentation and training for internal IT processes

IT Support Engineer

Cloud Engineer

• Cloud adoption plans and application design
• Governance and security management
• Cost modeling and budgeting
• Leadership and collaboration across departments

Cloud Architect

• Monitor, maintain, and administer client servers, workstations, and network devices (Windows Server, desktops, switches, firewalls, Wi‑Fi).
• Respond to and resolve Level 2/3 support tickets and escalations.
• Plan, design, and implement infrastructure projects such as server builds, virtualization, cloud migrations, and security improvements.
• Manage Microsoft 365 and related cloud services (Exchange Online, Teams, SharePoint, Intune), including migrations and ongoing administration.
• Configure and support Active Directory, Group Policy, DNS, DHCP, VPN, and remote access solutions.
• Maintain backup and disaster recovery solutions, regularly verify backups, and participate in restoration testing.
• Ensure systems are patched, secure, and compliant with best practices and client policies.
• Document configurations, procedures, and project work; contribute to internal knowledge base.
• Collaborate with project managers, vendors, and internal teams; provide guidance to junior engineers as needed.

• 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
• 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
• Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN)
• Maintain routers, switches, and firewalls
• Monitor network performance and uptime
• Install and update applications and productivity tools like Microsoft 365 or Google Workspace
• Troubleshoot application errors and compatibility issues
• Log issues and resolutions in ticketing systems such as ServiceNow, Jira Service Management, or Zendesk
• Maintain documentation for troubleshooting procedures and system configurations
• Implement security policies, patch updates, and antivirus solutions
• Support identity and access management

Customer Support

• Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
• Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
• Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
• Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
• Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
• Document all work performed in the ticketing system with clear notes and resolutions.
• Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
• Collaborate with senior engineers on escalations and follow through to resolution.
• Educate end users on basic IT best practices and security awareness.

Staff IT/MSP Engineer

Staff Security Engineer

IT Systems Engineer

IT Support Engineer

Cloud Architect

Systems Engineer

IT Support Engineer

MSP Service Desk, Support Specialist