Technical Support Technician, Tier 2

About the role

Metropolis is looking for a proactive Tier 2 Technical Support Technician to provide advanced IT assistance to internal teams. You will act as the escalation point for complex issues, mentor junior staff, and contribute to strategic IT projects as the company scales.

Key responsibilities

• Resolve escalated technical problems using advanced troubleshooting methods.
• Mentor Tier 1 technicians and share best‑practice knowledge.
• Lead or support system upgrades, software rollouts, and infrastructure improvements.
• Manage the full hardware lifecycle: procurement, inventory, configuration, deployment, and decommissioning.
• Administer macOS devices, Jamf Pro (MDM), Google Workspace, and basic server/network functions.
• Enforce IT security policies and assist with incident response.
• Document complex issues and solutions for the internal knowledge base.
• Collaborate with Tier 3 and other IT teams to maintain operational continuity.
• Participate in a rotating on‑call schedule for after‑hours support.

Required profile

• Minimum 3 years of progressive technical support experience, including 1–2 years in a Tier 2 or escalation role.
• Strong problem‑solving mindset and ability to work independently.
• Excellent communication skills with end‑users and stakeholders.

Required skills

• macOS enterprise environment troubleshooting.
• Jamf Pro (or other Apple MDM) device management.
• Google Workspace administration.
• Mac hardware, network printers, and peripheral support.
• Network fundamentals: TCP/IP, DNS, DHCP, VPN clients.