Technical Support Technician, Tier 2

About the Company

Metropolis is creating the artificial intelligence to make the real world responsive. They are pioneering the Recognition Economy, transforming parking and expanding intelligence layers across retail and hospitality to create a seamless, instinctive experience.

Responsibilities

• Serve as an escalation point for Tier 1 support, resolving complex technical issues
• Mentor Tier 1 technicians and support knowledge transfer
• Lead and contribute to IT projects including system upgrades and infrastructure improvements
• Manage IT hardware lifecycle: procurement, inventory, configuration, and deployment
• Administer and troubleshoot macOS, Jamf Pro (MDM), Google Workspace, and basic network functions
• Enforce IT security best practices and assist in incident response
• Document technical issues and processes for the internal knowledge base
• Participate in a rotating on-call schedule for after-hours support

Requirements

• 3+ years of progressive technical support experience
• 1–2 years in a Tier 2 or escalation role
• Expert proficiency in macOS enterprise environment troubleshooting
• Experience with Jamf Pro, IRU, or other MDM systems
• Proficiency with Mac hardware, network printers, and connectivity (TCP/IP, DNS, DHCP, VPN)
• Experience with Google Workspace administration and mobile device support (iOS/Android)
• Proficiency in IT ticketing systems like Jira, ServiceNow, or Zendesk
• Ability to lift 25 lbs and perform physical tasks like bending, kneeling, and standing during deployments

Preferred Qualifications

• Familiarity with scripting tools like Bash or Zsh
• Industry certifications such as Jamf Certified Tech/Admin, CompTIA Network+, or Security+