MSP Service Desk & Support Specialist at Red Cup IT, Inc.

MSP Service Desk & Support Specialist

Job Summary:

We are seeking a Service Desk & Support Specialist to join our Managed Service Provider (MSP) team. This role is responsible for providing technical support to clients, troubleshooting IT issues, and ensuring a high level of customer satisfaction. The ideal candidate will have experience in a fast-paced MSP environment, strong problem-solving skills, and excellent communication abilities.

Key Responsibilities:

Technical Support & Troubleshooting

• Provide remote and onsite support for client IT environments.
• Diagnose and resolve hardware, software, and network issues for Windows and macOS environments.
• Support Microsoft 365, Active Directory, Azure, and other cloud services.
• Troubleshoot and maintain network infrastructure (firewalls, switches, VPNs, Wi-Fi).
• Assist with backup and disaster recovery solutions.

Customer Service & Client Interaction

• Respond to help desk tickets and ensure timely resolution based on SLAs.
• Provide clear, professional communication to clients regarding their issues and solutions.
• Educate end-users on IT best practices and security awareness.

System Monitoring & Maintenance

• Monitor client systems using RMM (Remote Monitoring & Management) tools.
• Perform proactive maintenance, patch management, and security updates.
• Document solutions, configurations, and troubleshooting steps in the ticketing system.

Escalations & Collaboration

• Escalate complex issues to senior engineers when necessary.
• Work collaboratively with team members to resolve technical challenges.

Required Qualifications:

• 3 years of experience in an MSP or IT support role.
• Strong knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
• Experience with network troubleshooting (DNS, DHCP, VPN, Firewalls, VLANs).
• Familiarity with RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne).
• Basic understanding of cybersecurity principles and best practices.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, Microsoft MCSA, or CCNA.
• Experience with PowerShell scripting for automation.
• Knowledge of backup and disaster recovery solutions.