Technical Support Technician, Tier 2
About The Position
Metropolis is seeking a seasoned, proactive, and solution-oriented IT Support Technician, Tier 2 to provide advanced IT support and contribute to strategic IT initiatives for our internal teams. This role moves beyond foundational support, requiring deeper technical expertise to diagnose and resolve complex issues, mentor Tier 1 staff, and actively participate in IT projects. You will play a critical part in maintaining robust IT infrastructure and ensuring smooth, efficient business operations as Metropolis continues to scale. This position is ideal for a highly capable problem-solver eager to take on greater responsibility and leadership within a dynamic IT environment.
Requirements
- 3+ years of progressive technical support experience, including 1–2 years in a Tier 2 or escalation role
- Demonstrate expert proficiency in troubleshooting and resolving issues within a macOS enterprise environment
- Possess experience with Jamf Pro, IRU or other MDM system for Apple device management, deployment, and policy enforcement
- Demonstrate proficiency with Mac hardware, network printers, peripherals, and advanced network connectivity concepts like TCP/IP, DNS, DHCP, and VPN clients
- Possess experience with Google Workspace administration and enterprise mobile device support for iOS and Android
- Demonstrate proficiency in IT ticketing systems like Jira, ServiceNow, or Zendesk
- Apply exceptional multitasking, analytical, and problem-solving skills in complex support environments
- Exhibit strong communication and interpersonal skills with a customer-focused mindset and experience in fast-paced, high-growth tech environments
- Able to lift 25 lbs un-assistated, bending, kneeling, crouching, reaching, and spending extended periods standing or walking during deployments
Nice To Haves
- Possess familiarity with scripting tools like Bash or Zsh to automate routine IT tasks on macOS
- Possess industry certifications such as Jamf Certified Tech/Admin, CompTIA Network+, or Security+
Responsibilities
- Serve as an escalation point for Tier 1 support, resolving complex technical issues using advanced troubleshooting techniques
- Mentor Tier 1 technicians and support knowledge transfer through best practices and guidance
- Lead and contribute to IT projects including system upgrades, software rollouts, and infrastructure improvements
- Manage IT hardware lifecycle: procurement, inventory, configuration, deployment, and decommissioning
- Administer and troubleshoot macOS, Jamf Pro (MDM), Google Workspace, basic server/network functions, and enterprise applications
- Enforce IT security best practices, support policy implementation, and assist in incident response
- Document complex technical issues, configurations, and processes for the internal knowledge base
- Collaborate with Tier 3 and other IT teams to resolve systemic issues and maintain operational continuity
- Communicate proactively with end-users and stakeholders, ensuring transparency and professionalism
- Participate in a rotating on-call schedule to provide after-hours and weekend support as required, while building technical skills and providing backup coverage as needed
Benefits
- healthcare benefits
- a 401(k) plan
- short-term and long-term disability coverage
- basic life insurance
- a lucrative stock option plan
- bonus plans
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
