IT Support Technician II

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.

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.

• 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

• 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, Service Now, Zendesk) and accurate data entry (40+ WPM); familiarity with scripting tools like Power Shell 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

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

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…