# Technical Support Technician, Tier 2

**Company:** [Metropolis](https://hotfix.jobs/companies/metropolis)
**Location:** Chicago, IL
**Role:** Support Engineering
**Salary:** $64k – $89k/yr
**Experience:** 3+ years
**Skills:** macOS, Jamf Pro, MDM, Google Workspace, TCP/IP, DNS, Dhcp, Vpn, iOS, Android, Jira, Servicenow, Zendesk, Bash, Zsh
**Posted:** 2026-07-06

> Serve as Tier 2 escalation support for complex technical issues in a macOS/enterprise environment. Mentor Tier 1 staff, manage hardware lifecycle, administer Jamf Pro MDM and Google Workspace, lead IT projects, and participate in on-call rotation. Requires 3+ years progressive technical support experience.

## Job Description

## 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+

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