IT Support Tech, Tier 1
Metropolis is seeking a proactive, customer-centric IT Support Tech, Tier 1 to join our Global Service Desk based in India. This role serves as the first point of contact for our North American enterprise, providing high-quality phone and digital support to employees across various time zones. The ideal candidate will resolve foundational technical issues while maintaining exceptional verbal clarity and professionalism, ensuring seamless business operations.
Key responsibilities include delivering high-touch support through live phone queues and Jira Service Management, mastering the Metropolis identity stack to resolve complex MFA and credential synchronization issues, and acting as a remote diagnostic expert for Windows ecosystems and Google Workspace. The role also involves providing technical oversight for VPN stability, translating technical workflows into clear guidance for non-technical users, maintaining accurate records of support interactions, championing enterprise security practices, and facilitating escalations to senior engineering teams when necessary.
The position requires at least 1 year of experience in a high-volume technical call center or phone-based IT support, exceptional command of the English language with clear, professional diction, and demonstrated experience with Identity Providers such as JumpCloud, Active Directory, or Okta. Candidates should have experience utilizing remote desktop support tools, a solution-oriented mindset, the ability to remain calm under pressure, and the flexibility to work a rotating shift schedule aligning with North American business hours. Proficiency in operating a computer and documenting notes in real-time at 40+ words per minute is also essential.
Metropolis values in-person collaboration to drive innovation and strengthen culture. Our corporate team members adhere to an office-first model, requiring employees to be on-site at least four days a week to foster organic interactions that spark creativity and connection. Joining Metropolis means becoming part of a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. We aim to build an inclusive culture where everyone has a voice, and the best idea wins.