Technical Support Technician – Tier 2

About the role

Metropolis is looking for a proactive Tier 2 Technical Support Technician to provide advanced IT assistance, mentor junior staff, and contribute to strategic IT projects. This position plays a key part in maintaining a robust macOS‑centric infrastructure as the company scales.

Key responsibilities

• Act as the escalation point for Tier 1, resolving complex technical issues.
• Mentor Tier 1 technicians and share best practices.
• Lead or support IT projects such as system upgrades, software rollouts, and infrastructure improvements.
• Manage the full hardware lifecycle: procurement, inventory, configuration, deployment, and decommissioning.
• Administer and troubleshoot macOS, Jamf Pro (MDM), Google Workspace, and basic server/network functions.
• Enforce IT security best practices, assist with policy implementation and incident response.
• Document technical issues, configurations, and processes for the internal knowledge base.
• Collaborate with Tier 3 and other IT teams to resolve systemic problems.
• Communicate proactively with end‑users and stakeholders.
• Participate in a rotating on‑call schedule for after‑hours support.

Required profile

• 3+ years of progressive technical support experience, including 1–2 years in a Tier 2 or escalation role.
• Expert troubleshooting skills in a macOS enterprise environment.
• Hands‑on experience with Jamf Pro or other Apple MDM solutions.
• Strong knowledge of Mac hardware, network printers, peripherals, and advanced networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with Google Workspace administration.

Required skills

• macOS
• Jamf Pro
• MDM (Apple device management)
• Google Workspace
• TCP/IP
• DNS
• DHCP
• VPN clients
• Network printers and peripherals
• Hardware lifecycle management
• IT security best practices
• Incident response