Senior Technical Support Specialist

Pure IT CUSO•, (Multiple States)

24d•Hybrid

About The Position

As a Senior Technical Support Specialist at Pure IT, you will be an essential engineer supporting credit unions with their IT needs. This role is crucial for ensuring technology runs smoothly, securely, and efficiently, allowing credit unions to focus on serving their members. You will handle complex IT challenges that go beyond the help desk, often involving multiple systems and requiring careful analysis. The work is technical but serves a human purpose by enabling credit unions to perform critical functions like opening accounts, processing loans, and protecting member data. You will encounter diverse IT environments, from cloud-hosted to on-premises and hybrid setups, emphasizing strong fundamental IT knowledge and the ability to quickly learn new platforms.

Requirements

A few years of hands-on IT support experience, ideally including some time at a help desk or service desk.
Working knowledge of Microsoft 365 administration, Active Directory, and Windows Server.
Solid grasp of networking fundamentals: DNS, DHCP, VLANs, routing and switching basics.
Familiarity with at least one virtualization platform.
Familiarity with at least one cloud-delivered security or networking technology.
Comfort working through ambiguity.
A methodical approach to troubleshooting.
Ability to work a 7-day rotating (currently every 6 weeks) on call schedule.
Strong written and verbal communication skills, especially when explaining technical concepts to non-technical people.
The judgment to know when to escalate and the discipline to document what you tried.

Nice To Haves

Prior MSP experience.
Exposure to credit union, banking, or other regulated environments.
Experience with backup and disaster recovery platforms.
Familiarity with RMM, PSA, or ticketing platforms.
Active or in-progress certifications from Microsoft, CompTIA, or comparable programs.

Responsibilities

Serve as the primary engineer for clients when issues exceed the capabilities of the help desk.
Troubleshoot complex technical problems that may span multiple systems and require careful consideration.
Trace issues across various components such as identity providers, endpoints, and SaaS applications.
Clearly and patiently explain technical issues and resolutions to clients, ensuring they understand the problem and the solution.
Adapt to and support a wide range of client IT environments, including cloud-hosted, on-premises, and hybrid setups.
Quickly learn new platforms and apply existing knowledge in new contexts.
Document troubleshooting steps and resolutions thoroughly in ticket notes for team context.
Take pride in ensuring accuracy and quality in work.
Communicate clearly and warmly with both clients and teammates.
Exercise judgment to know when to escalate issues and document attempted solutions.