Tier 2 Technical Support Specialist

Pure IT CUSO

3d • Hybrid

About The Position

We’re a growing Managed Services Provider (MSP) that specializes in supporting credit unions with their IT needs. Our mission? To keep their technology running smoothly, securely, and efficiently—so they can focus on serving their members. We’re all about teamwork, innovation, and having fun while doing what we love.

Are you a tech-savvy problem solver with a passion for customer service? Do you love troubleshooting, digging into complex IT challenges, and helping businesses thrive? If so, we want YOU to join our team as a Tier 2 Technical Support Specialist!

As a Tier 2 Technical Support Specialist, you’ll be the go-to guru for escalated technical issues, helping our clients navigate the ever-evolving IT landscape. Your day-to-day will include:
Troubleshooting and resolving escalated tickets with expertise and efficiency.
Supporting and maintaining environments running Microsoft 365, VMware, Veeam, VDIs, Mimecast, CATO, etc.
Assisting with networking, cloud solutions, and security best practices.
Providing top-notch customer service—because IT support is more than just fixing problems; it’s about making people’s lives easier!
Collaborating with our Tier 1 team and mentoring junior techs.
Identifying recurring issues and implementing proactive solutions

Requirements

• 2+ years of IT support experience in an MSP or similar environment.
• Strong knowledge of Windows Server, Active Directory, M365 administration, and virtualization (VMware/VDIs).
• Experience with backup and disaster recovery solutions like Veeam and/or Zerto.
• Networking know-how, including firewalls, SD-WAN (CATO), and monitoring tools (Auvik).
• A knack for troubleshooting, problem-solving, and thinking on your feet.
• Excellent communication skills—tech talk is great, but making it understandable to clients is even better!
• The ability to work independently and as part of a fun, dynamic team.

Nice To Haves

• Experience with NinjaOne, Auvik, and Halo.
• Certifications such as Microsoft, VMware, or CompTIA Network+/Security+.
• Previous experience working with credit unions or financial institutions.

Responsibilities

• Troubleshooting and resolving escalated tickets with expertise and efficiency.
• Supporting and maintaining environments running Microsoft 365, VMware, Veeam, VDIs, Mimecast, CATO, etc.
• Assisting with networking, cloud solutions, and security best practices.
• Providing top-notch customer service—because IT support is more than just fixing problems; it’s about making people’s lives easier!
• Collaborating with our Tier 1 team and mentoring junior techs.
• Identifying recurring issues and implementing proactive solutions

Benefits

• A collaborative and friendly team that supports each other.
• Opportunities for growth, training, and certification support.
• Flexible work environment with a mix of remote and on-site support.
• Competitive salary, great benefits, and the chance to work with cutting-edge technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed