Job Description
Job DescriptionThe Company
Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time.
The Role
We are 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.
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
- 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
Qualifications
- Ability to work in the NYC Midtown and SoHo office 4x a week
- 3+ years of progressive technical support experience, including 1–2 years in a Tier 2 or escalation role
- Demonstrated expert proficiency in troubleshooting and resolving issues with:
- Windows Operating Systems (current and previous versions, including advanced registry edits, system configurations).
- PC and laptop hardware (advanced configuration, component replacement, and deep-level troubleshooting).
- Network printers and peripherals (complex installation, configuration, and network-level troubleshooting).
- Advanced network connectivity concepts (TCP/IP, DNS, DHCP, VPN clients, basic understanding of routing/switching).
- 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
- Strong communication and interpersonal skills with a customer-focused mindset
- Industry certifications preferred (e.g., CompTIA A+, Network+, Security+, Microsoft MDMA)
- Experience in fast-paced, high-growth tech environments
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 salary for this is $31 - $40 hourly. The actual base salary 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 salary is one component of Metropolis's 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-AR1 #LI-Onsite
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.