Metropolis

Metropolis

Technical Support Technician, Tier 2

Chicago, Illinois, United States

Sponsorship not specifiedDetected 15 days ago
BashiOSAndroidSparkCybersecurityIncident ResponseJiraProcurementCustomer SupportZendeskTCP/IPDNSVPNLeadershipCommunicationCollaborationProblem Solving

About the role

  • 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.
  • The anticipated base pay for this position is $31.00 USD to 43.00 USD hourly.

Responsibilities

  • 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
  • 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
  • 3+ years of progressive technical support experience, including 1-2 years in a Tier 2 or escalation role
  • The future isn't coming; it's here, and we need builders, innovators and problem solvers to help us create it.
  • 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.

Requirements

  • Demonstrate expert proficiency in troubleshooting and resolving issues within a macOS enterprise environment
  • Possess experience with Jamf Pro, IRU or other MDM system for Apple device management, deployment, and policy enforcement
  • Demonstrate proficiency with Mac hardware, network printers, peripherals, and advanced network connectivity concepts like TCP/IP, DNS, DHCP, and VPN clients
  • Possess experience with Google Workspace administration and enterprise mobile device support for iOS and Android
  • Demonstrate proficiency in IT ticketing systems like Jira, ServiceNow, or Zendesk
  • Exhibit strong communication and interpersonal skills with a customer-focused mindset and experience in fast-paced, high-growth tech environments
  • AEDTs are used to assist in assessing a candidate's application relative to the required job qualifications and responsibilities listed in the job posting.

Nice to have

  • Possess familiarity with scripting tools like Bash or Zsh to automate routine IT tasks on macOS
  • Possess industry certifications such as Jamf Certified Tech/Admin, CompTIA Network+, or Security+
  • While not required, these are a plus:

Compensation

  • The anticipated base pay for this position is $31.00 USD to 43.00 USD hourly.

Benefits

  • 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

Company info

  • 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.
  • 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.
  • What we're looking for
  • As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool.
  • If you are hired for the position, your data may become part of your employee records.

Equal opportunity

  • equal opportunity employer.
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This listing is sourced directly from Metropolis's careers page and normalized into a canonical job model.