IT Support Technician (L2

Salary: $60,000 - 80,000 (dependent on experience) plus benefits

Hours:

Full time

Location:

New York, on-site with client (1 day / week), WFH (4 days / week)

Department: MSP Operations

Dr Logic is an Apple-specialist Managed Service Provider, founded in 2003, delivering expert IT support, cyber security, and IT strategy to businesses primarily across the UK. We’ve grown from a small team of tech enthusiasts into a trusted group of problem-solvers, strategists, and cyber security experts – supporting over 2,500 users with a 96% customer satisfaction rate.

We take a proactive approach: rather than just fixing problems, we work to prevent them before clients even notice. Our team is guided by six core values – Integrity, Contribution, Engagement, Curiosity, Ownership, and Growth – which shape how we work with clients and with each other every day.

As a Level 2 IT Support Technician at Dr Logic, you’ll play a key role in elevating our client service by resolving complex IT challenges. This is an exciting opportunity to be our first hire on the ground in the US – joining an established company with proven processes, tooling, and a track record of delivering high-quality IT support across our client base.

Based in New York, you’ll work one day a week on-site with a key client (approximately 50 users), with the remainder of the week spent working from home. As our US presence grows, you should expect this to evolve, potentially including onsite visits to other client sites. Reporting to the Head of MSP Operations Manager, you’ll manage case triaging and resolution, ensuring SLA targets are consistently met through effective dispatch management.

You’ll be the first point of contact for all queries from our New York client, and you’ll also support the wider business by working US hours to pick up tickets from across our broader client base upholding the same standards of service across our entire client base.

As our sole US-based technician, you’ll need to be confident and self-sufficient, comfortable working independently for extended periods while drawing on the structure and support of an established organisation behind you. You’ll represent Dr Logic to the highest standard as the face of the company on the ground in the US, helping to lay the foundation for our continued growth in the region.

You’ll proactively resolve issues, maintain clear client communication via our case system, and document actions meticulously, strengthening our commitment to outstanding service while helping drive team performance and process improvements.

Provide exceptional customer service through strong technical expertise, delivering remote, telephone, and on-site support. You’ll build strong client relationships, resolve issues efficiently, and proactively reduce recurring problems to enhance service quality, operating as a confident, self-sufficient, client-facing presence in the US.

• Prioritise and resolve support cases within SLA targets, focusing on lasting solutions.
• Follow service processes from response to resolution, escalating complex issues with detailed handovers to the UK team.
• Diagnose and troubleshoot technical problems using best practices.
• Provide on-site support at the New York client site one day per week (approx. 50 users), and remote support the remainder of the week.
• Pick up and resolve tickets from across the wider client base
• Boost client relationships through effective engagement and support.
• Keep case records accurate and clients informed.
• Stay updated on IT trends and share knowledge with the team.
• Support Level 1 technicians by answering tickets directly during backlog clearance or periods of high demand, and by helping reinforce team processes and procedures
• Collaborate with project teams on documentation and change management
• Work closely with the UK-based team across time zones, ensuring smooth handovers and consistent service standards
• Identify potential client projects through technical insights gained on the ground
• Lead by example, setting a high standard of conduct and technical proficiency that reflects well on Dr Logic as a whole