IT Support Technician II

Who we are

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 II 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 Windows OS, Active Directory/Azure AD, Google Workspace, basic server 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
• Continuously build technical skills, support team goals, and provide backup coverage as needed

What we're looking for

• 3+ years of progressive technical support experience, including 1+ years in a Tier 2 or escalation role
• Expert proficiency in troubleshooting and resolving issues with Windows Operating Systems (current and previous versions, including advanced registry edits, system configurations)
• Expert proficiency in troubleshooting and resolving issues with PC and laptop hardware (advanced configuration, component replacement, and deep-level troubleshooting)
• Expert proficiency in troubleshooting and resolving issues with Network printers and peripherals (complex installation, configuration, and network-level troubleshooting)
• Expert proficiency in troubleshooting and resolving issues with advanced network connectivity concepts (TCP/IP, DNS, DHCP, VPN clients, basic understanding of routing/switching)
• Expert proficiency in troubleshooting and resolving issues with Active Directory or Azure AD user and group management, including GPOs
• Strong experience with Google Workspace administration and enterprise mobile device support (iOS/Android, MDM)
• Proficient in IT ticketing systems (e.g., Jira, ServiceNow, Zendesk) and accurate data entry (40+ WPM); familiarity with scripting tools like PowerShell to automate routine IT tasks
• Exceptional multitasking, analytical, and problem-solving skills in complex support environments; experience in fast-paced, high-growth tech environments
• Strong communication and interpersonal skills with a customer-focused mindset

While not required, these are a plus:

• Industry certifications (e.g., CompTIA A+, Network+, Security+, Microsoft MDMA)

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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. The anticipated base pay for this position is $35.00 USD to $42.00 USD hourly. The actual base pay offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base pay is one component of Metropolis' total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans and more. #LI-KD1 #LI-Onsite