Technical Support Technician, Tier 2
Core
Advanced IT support and infrastructure management for internal teams, focusing on macOS environments and enterprise applications.
Role type
Senior IT Support Technician (Tier 2)
Builds
Robust IT infrastructure and operational continuity for internal business units
Domain
Enterprise IT / macOS Management
Deliverable
infrastructure
Required skills
macOS troubleshooting, Jamf Pro (MDM), Google Workspace administration, network connectivity (TCP/IP, DNS, DHCP, VPN), IT ticketing systems (Jira, ServiceNow, Zendesk), hardware lifecycle management
Preferred skills
Bash/Zsh scripting, industry certifications (Jamf, CompTIA Network+, Security+)
Technologies
macOS, Jamf Pro, Google Workspace, Jira, ServiceNow, Zendesk
Responsibilities
Escalate and resolve complex technical issues from Tier 1, mentor Tier 1 staff, lead IT projects (system upgrades, software rollouts), manage hardware lifecycle, administer macOS and enterprise applications, enforce security policies, document technical processes, collaborate with Tier 3 teams
Seniority
Mid-Senior, hands-on IC with mentorship responsibilities