Tier 2 Technical Support Specialist
About Pure IT:
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!
Why This Role Matters:
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.
What You'll Do:
You will be the engineer our clients rely on when issues get past the help desk. The problems coming to you are the ones without an obvious answer, often spanning multiple systems and requiring you to think carefully before you act. Some days that means tracing an authentication issue across identity providers, endpoints, and a SaaS application to find the one misconfiguration causing the failure. Other days it means walking a credit union employee through a problem patiently and clearly so they understand what happened and why.
Our clients run a wide range of environments. Some are largely cloud-hosted, some are traditionally on-premises, most are a mix. You will move between them throughout the week, which means strong fundamentals matter more than deep expertise in any single product. The ability to learn a new platform quickly and apply what you already know in a new context is one of the most valuable skills in this role.
Who Does Well At Pure IT:
The engineers who thrive on our team share a few traits. They take pride in getting things right rather than getting things done quickly. They communicate clearly and warmly, with both clients and teammates. They know when to dig in on their own and when to ask for help, and they are not embarrassed to do either. They write good ticket notes because they know the next person reading them is a teammate who deserves the context.
Whether you are an experienced Tier 2 Technical Support Specialist looking for a place that values the work, or someone earlier in your career with the aptitude and drive to grow into the role, we want to hear from you. What matters most is how you approach the work and how you treat the people around you.
- 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 (the specific vendors can be learned)
- Comfort working through ambiguity and a methodical approach to troubleshooting
- Ability to work a 7- day rotating (currently every 6 weeks) on call schedule that we pay an additional $250 stipend
- Strong written and verbal communication, especially when explaining technical concepts to non-technical people
- The judgment to know when to escalate and the discipline to document what you tried
- 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
Growth opportunities here are real for those who put in the work. Engineers who consistently show drive, take on harder problems without being asked, and invest in their own development have moved into Tier 3, project delivery, specialized tracks in areas like security or automation, and management. Others have built solid careers staying in the role and going deep on the craft, which is also a valid path. We support training and certifications either way, and we will meet you where your ambition takes you.
Why You'll Love Working With Us:
- Competitive compensation based on experience
- Comprehensive benefits including health, dental, and vision
- Paid certification and training
- Flexible mix of remote and on-site work
- A team culture that values quality work, shared knowledge, and mutual respect
- Location: Remote or Hybrid-(Preferred, Tomball, TX)
If you’re ready to level up your IT career and make a real impact in the financial tech world, we’d love to hear from you! Apply now and let’s talk!