MSP Service Desk & Support

Red Cup IT, Inc.
Apply Now ↗
🌍 Remote📍 Los Angeles, CAFULL TIME

About this role

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second-level technical support to MSP clients across multiple environments. This role acts as the primary point of contact for client IT issues, ensuring incidents and service requests are resolved efficiently, professionally, and in accordance with SLAs.

The ideal candidate is customer-focused, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-paced MSP environment.

Client Support & Service Desk Operations

  • 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

Technical Support

  • 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

MSP Processes & Best Practices

  • 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

Required Skills & Qualifications

  • 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

Soft Skills

  • 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 Qualifications

  • 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

Performance Metrics

  • SLA compliance and response times
  • Ticket resolution quality and documentation
  • Client satisfaction scores
  • Adherence to MSP processes and security standards

Frequently Asked Questions

Is the salary disclosed for the MSP Service Desk & Support position at Red Cup IT, Inc.?
The salary for this MSP Service Desk & Support role at Red Cup IT, Inc. is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the MSP Service Desk & Support job at Red Cup IT, Inc. remote?
Yes, this MSP Service Desk & Support position at Red Cup IT, Inc. is remote, with team members based in Los Angeles, CA. You can work from home or anywhere in the supported regions.
Is the MSP Service Desk & Support role at Red Cup IT, Inc. full-time or part-time?
This is listed as a FULL TIME position. It is posted as a MSP Service Desk & Support role at Red Cup IT, Inc..
How do I apply for the MSP Service Desk & Support position at Red Cup IT, Inc.?
Click the "Apply Now" button on this page. You will be redirected to Red Cup IT, Inc.'s official application portal hosted on breezy where you can submit your application directly.
When was the MSP Service Desk & Support job at Red Cup IT, Inc. posted?
This MSP Service Desk & Support position at Red Cup IT, Inc. was posted on Sep 6, 2026. Apply as soon as possible — early applications are often reviewed first.
MSP Service Desk & Support
Red Cup IT, Inc.
Apply for this role ↗

You'll be redirected to Red Cup IT, Inc.'s official application page on breezy.