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. This role goes beyond basic help‑desk tasks, requiring deep expertise in macOS environments, device management, and network troubleshooting.

Key responsibilities

• Act as the escalation point for Tier 1 support, resolving complex technical issues.
• Mentor Tier 1 technicians and share best practices.
• Lead and contribute to IT projects such as system upgrades, software rollouts, and infrastructure improvements.
• Manage the full IT hardware lifecycle: procurement, inventory, configuration, deployment, and decommissioning.
• Administer macOS, Jamf Pro (MDM), Google Workspace, and basic server/network functions.
• Enforce IT security best practices, support policy implementation, and assist in incident response.
• Document technical issues, configurations, and processes for the internal knowledge base.
• Collaborate with Tier 3 and other IT teams to resolve systemic issues.
• 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 proficiency troubleshooting macOS enterprise environments.
• Experience with Jamf Pro or another MDM system for Apple device management.
• Strong knowledge of Mac hardware, network printers, peripherals, and advanced networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Google Workspace administration.

Required skills

• macOS
• Jamf Pro (MDM)
• Google Workspace
• TCP/IP, DNS, DHCP, VPN
• Mac hardware and peripheral support
• Basic server and network administration
• IT security best practices
• Incident response documentation

What we offer

• Opportunity to work on high‑impact IT projects in a fast‑growing company.
• Professional development and mentorship opportunities.
• Collaborative and innovative work environment.