Red Cup IT

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.

MSP Service Desk, Support Specialist

Systems Engineer

• Design, deploy, and support servers, storage, and virtualization platforms (VMware/Hyper‑V) for multiple clients in an MSP setting.
• Implement and support Microsoft technologies including Windows Server, Active Directory, Group Policy, Microsoft 365/Office 365, and Exchange (on‑prem and cloud).
• Plan and execute migrations (e.g., Microsoft 365, Azure, on‑prem to cloud, server upgrades, domain consolidations) with minimal downtime.
• Manage and troubleshoot client networks including WAN/LAN, VPNs, switching, wireless, and firewalls (e.g., Cisco, Meraki, Palo Alto, SonicWall).
• Act as a tier‑3 escalation point for complex systems, network, and cloud issues, resolving incidents that exceed service desk capabilities.
• Monitor and maintain client environments using RMM and other MSP toolsets, ensuring patching, backups, and security baselines are in place.
• Implement and maintain security controls such as MFA, conditional access, endpoint protection, and email security (e.g., Mimecast, Proofpoint).
• Document client environments, architectures, standards, and procedures; maintain accurate records in PSA and knowledge base systems (e.g., ConnectWise).
• Lead or contribute to infrastructure and cloud projects, including network refreshes, server replacements, and modernization initiatives.
• Provide high‑quality client communication, act as a trusted technical advisor, and help manage expectations around scope, timelines, and risk.
• Mentor junior engineers/technicians and contribute to improving internal processes, standards, and automation.

Senior MSP Systems Engineer

Technical Project Manager

• Lead end‑to‑end delivery of multiple concurrent IT projects (infrastructure, cloud, security, and application initiatives) for MSP clients, from initiation through deployment and handoff.
• Develop and maintain comprehensive project plans including scope, timeline, resource allocation, dependencies, and budgets.
• Facilitate requirements gathering with clients and internal stakeholders; document technical and business requirements and translate them into clear deliverables and work packages.
• Coordinate cross‑functional technical teams (engineers, service desk, networking, cloud, security, and vendors) to ensure timely, high‑quality project execution.
• Monitor project progress, manage risks and issues, and proactively adjust plans, schedules, and resources to keep projects on track.
• Maintain regular communication with clients, including status updates, expectations management, and scheduling of onsite/remote work.
• Own project documentation such as statements of work, change orders, project schedules, status reports, acceptance criteria, and handover documentation to support teams.
• Ensure all projects follow standardized MSP project management methodologies, internal processes, and documentation standards.
• Manage scope to avoid scope creep, handling change management and approvals when requirements evolve.
• Track and report key project metrics (milestones, budget, profitability, risks, and customer satisfaction) to leadership and stakeholders.
• Collaborate with account management and sales to provide project estimates, identify follow‑on opportunities, and support client roadmapping.
• Lead post‑project reviews and lessons learned to improve future MSP delivery practices.

MSP Technical Project Manager

• 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.

MSP Systems Engineer

Manager

• Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs
• Lead, coach, and develop service desk analysts
• Handle escalated incidents and high-priority issues
• Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities
• Collaborate with wider IT to support major incident handling

IT Service Desk Manager

Support Engineer

• Diagnose and resolve hardware, software, and basic network problems
• Install and configure computers, operating systems, applications, and devices
• Manage IT support requests and document issues and solutions

MSP Service Desk, Support Specialist

Senior MSP Systems Engineer

MSP Technical Project Manager

MSP Systems Engineer

IT Service Desk Manager

IT Support Engineer