IT Support Engineer (India Office)
At a glance
Mid-level IT Support & Helpdesk role at Red Cup IT, Inc. Remote, India · full-time.
Pay not stated IT Support Engineer salary
remoteroles summary, based on the employer's posting.
What you'll do
- Diagnose user-reported software faults, hardware failures, and other technical issues, then resolve them or prioritize tickets
- Set up employee laptops, workstations, and mobile devices, and deploy operating system updates and business software
- Keep user devices connected to Wi-Fi, Ethernet, and VPN; troubleshoot network equipment and office peripherals
- Create and update accounts, check device security settings, and help users back up or recover files
- Write internal IT procedures and practical guides that help nontechnical staff handle common tasks
What you bring
- Hands-on familiarity with Windows, macOS, Windows Server, and Linux operating systems
- Experience with cloud services such as Microsoft 365, Google Workspace, AWS, or Azure
- Patience, attentive listening, and the ability to explain technical issues in straightforward language
Who this fits
This role suits a mid-level support engineer comfortable helping users in person, remotely, and by phone. It is based in Jaipur, India, and the listing identifies it as remote.
From the employer
We are seeking an IT Support Engineer to maintain the health of our hardware, software, and network infrastructure. You will be responsible for minimizing downtime through rapid incident response and proactive system optimization.
Key Responsibilities
1. Troubleshooting & Technical Support
This is the "bread and butter" of the role. When something breaks, the Support Engineer is the first point of contact.
- Diagnosing and resolving software glitches, hardware malfunctions, and "ghost in the machine" bugs.
- Managing a ticketing system (like Jira, HaloPSA) to prioritize urgent issues over routine tasks.
- Providing support across various channels: in-person, via remote desktop tools, or over the phone.
2. Hardware & Software Lifecycle
They manage the physical and digital tools the company uses.
- Provisioning: Setting up new laptops, workstations, and mobile devices for employees.
- Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
- Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.
3. Network & Infrastructure Oversight
While they may not be "Network Architects," they are responsible for the "last mile" of connectivity.
- Ensuring devices can connect to the local Wi-Fi, Ethernet, and VPN.
- Basic troubleshooting of routers, switches, and access points.
- Managing peripherals like network printers, VOIP phones, and video conferencing equipment.
4. User Access & Security
They act as the gatekeepers of the company’s digital perimeter.
- Identity Management: Creating, modifying, and deleting user accounts via Active Directory or Okta.
- Security Compliance: Ensuring all devices have updated antivirus software, disk encryption, and multi-factor authentication (MFA) enabled.
- Data Recovery: Assisting users with file backups and recovering lost data.
5. Documentation & Training
A great Support Engineer doesn't just fix a problem; they make sure it’s easier to fix next time.
- Writing Standard Operating Procedures (SOPs) for the internal IT team.
- Creating "How-to" guides for non-technical staff to promote self-service.
Essential Skills & Requirements
Skill CategoryExamplesOperating SystemsWindows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS).Cloud/SaaSMicrosoft 365, Google Workspace, AWS, Azure.Soft SkillsPatience, active listening, and the ability to explain complex tech in "plain English."CertificationsCompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation.
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