Tier 2 Technical Support Specialist

Pure IT CUSO•, (Multiple States)

1d•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! Credit unions exist to serve their members. We exist to serve credit unions. That chain of service is the whole reason Pure IT CUSO is here, and it shapes how we work. The technology we support is what allows a credit union to open accounts, process loans, protect member data, and keep the lights on for the communities they serve. When we do our jobs well, that work happens without anyone noticing. When we do not, real people are affected. As a Tier 2 Technical Support Specialist, you are part of the team that makes that possible. The work is technical, but the purpose is human.

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 and one cloud-delivered security or networking technology
Comfort working through ambiguity and a methodical approach to troubleshooting
Ability to work a 7-day rotating (currently every 6 weeks) on call schedule
Strong written and verbal communication, especially when explaining technical concepts to non-technical people
The judgment to know when to escalate

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

Be the engineer our clients rely on when issues get past the help desk.
Trace authentication issues across identity providers, endpoints, and SaaS applications.
Walk credit union employees through problems patiently and clearly.
Move between cloud-hosted, on-premises, and hybrid environments throughout the week.
Learn new platforms quickly and apply existing knowledge in new contexts.
Communicate clearly and warmly with clients and teammates.
Know when to dig in independently and when to ask for help.
Write good ticket notes to provide context for teammates.
Document troubleshooting steps taken.