Metropolis
AI
TechnicalSupportTechnician,Tier2
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Technician, Tier 2 at Metropolis. Skills: Tier 2 IT Support, macOS Enterprise Support, Jamf Pro Administration, Google Workspace Administration, Advanced Network Concepts, IT Project Contribution. Serve as an escalation point for Tier 1 support. Resolve complex technical issues”
What You'll Achieve.
Maintain robust IT infrastructure; Ensure smooth, efficient business operations; Resolve systemic issues; Maintain operational continuity
Industry & Context.
Solution-oriented; Diagnose and resolve complex issues; Advanced troubleshooting techniques; Analytical skills; Problem-solving skills
Rotating on-call schedule for after-hours and weekend support, Able to lift 25 lbs un-assistated, Bending, kneeling, crouching, reaching, Spending extended periods standing or walking during deployments, 4 Days in Office
What They're Looking For.
Must Have
3+ years of progressive technical support experience, 1–2 years in a Tier 2 or escalation role, Expert proficiency in troubleshooting and resolving issues within a macOS enterprise environment, Experience with Jamf Pro, IRU or other MDM system for Apple device management, deployment, and policy enforcement, Proficiency with Mac hardware, network printers, peripherals, and advanced network connectivity concepts like TCP/IP, DNS, DHCP, and VPN clients, Experience with Google Workspace administration and enterprise mobile device support for iOS and Android, Proficiency in IT ticketing systems like Jira, ServiceNow, or Zendesk, Exceptional multitasking, analytical, and problem-solving skills in complex support environments, Communication and interpersonal skills with a customer-focused mindset, 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 Have
Familiarity with scripting tools like Bash or Zsh to automate routine IT tasks on macOS, Jamf Certified Tech/Admin, CompTIA Network+, Security+
What You'll Do.
Serve as an escalation point for Tier 1 support
Resolve complex technical issues
Mentor Tier 1 technicians
Support knowledge transfer
Lead and contribute to IT projects
Manage IT hardware lifecycle
Administer and troubleshoot macOS
basic server/network functions
and enterprise applications
Enforce IT security best practices
Support policy implementation
Assist in incident response
Document complex technical issues
Collaborate with Tier 3 and other IT teams to resolve systemic issues
Maintain operational continuity
Communicate proactively with end-users and stakeholders
Participate in a rotating on-call schedule
How You'll Work.
Team & Collaboration
Mentor Tier 1 technicians; Collaborate with Tier 3 and other IT teams; Communicate proactively with end-users and stakeholders; Foster organic interactions that spark creativity and connection
Communication Scope
Communicate proactively with end-users and stakeholders; Ensuring transparency and professionalism; Interpersonal skills
Process & Methodology
Contribute to IT projects including system upgrades, software rollouts, and infrastructure improvements
Full Job Description
Who we are The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators and problem solvers to help us create it. Who you are 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. What you'll do 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
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