Technical Support Technician, Tier 2

Who We Are Metropolis is creating the artificial intelligence to make the real world 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. Document complex technical issues, configurations, and processes for the internal knowledge base. Collaborate with Tier 3 and other IT teams to resolve systemic issues and maintain operational continuity. Communicate proactively with end‑users and stakeholders, ensuring transparency and professionalism. Participate in a rotating on‑call schedule to provide after‑hours and weekend support as required, while building technical skills and providing backup coverage as needed. What We’re Looking For 3+ years of progressive technical support experience, including 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 such as 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. Strong communication and interpersonal skills with a customer‑focused mindset and experience in fast‑paced, high‑growth tech environments. Able to lift 25 lbs un‑assisted, bending, kneeling, crouching, reaching, and spending extended periods standing or walking during deployments. Plus Familiarity with scripting tools like Bash or Zsh to automate routine IT tasks on macOS. Industry certifications such as Jamf Certified Tech/Admin, CompTIA Network+, or Security+. 4 Days in Office Metropolis values in‑person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office‑first model, which requires employees to be on‑site at least four days a week, fostering organic interactions that spark creativity and connection. When you join Metropolis, you’ll join a team of world‑class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. Benefits Anticipated base pay for this position is $31.00 to $43.00 USD hourly. Base salary is determined by qualifications, experience, skills, education, certifications, or professional licenses, and location of residence and/or place of employment. Base salary is one component of Metropolis’s total compensation package, which may also include healthcare benefits, a 401(k) plan, short‑term and long‑term disability coverage, basic life insurance, a stock option plan, bonus plans, and more. Equal Opportunity Statement Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law. #J-18808-Ljbffr Metropolis Technologies