Technical Support Technician, Tier 2

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 like 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 unassisted, bending, kneeling, crouching, reaching, and spending extended periods standing or walking during deployments

Nice-to-haves

• 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+