IT Support Tech, Tier 1 at Metropolis

Who we are The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators and problem solvers to help us create it. Who you are Metropolis is seeking a proactive, customer-centric IT Support Tech, Tier 1 to join our Global Service Desk based in India. You will serve as the first point of contact for our North American domestic enterprise, providing high-quality phone and digital support to employees spanning from our West Coast corporate headquarters to our primary East Coast offices. The ideal candidate will be responsible for resolving foundational technical issues while maintaining exceptional verbal clarity and professionalism, ensuring business continuity across all U.S. based time zones through high-touch partnerships and technical expertise. What you'll do • Serve as the face of IT, delivering high-touch support across live phone queues and Jira Service Management to ensure a seamless experience for our global workforce • Master the Metropolis identity stack to resolve complex JumpCloud MFA hurdles and credential synchronization issues • Act as a remote diagnostic expert for the Windows ecosystem and Google Workspace, resolving connectivity and software roadblocks • Provide dedicated technical oversight for VPN stability and network resource access to safeguard mission-critical operations • Translate intricate technical workflows into clear, actionable guidance for non-technical users while maintaining a white-glove service standard • Maintain high-integrity records of all support interactions within Jira to ensure accurate data for escalation and trend analysis • Champion enterprise security by coaching users on MFA best practices and proactive credential management • Recognize high-complexity technical barriers early and facilitate warm hand-offs to senior engineering teams to minimize user downtime • Experience leveraging AI tools to transform static workflows into responsive, high-output processes What we're looking for • 1+ years 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 a customer-first communication style • Demonstrated experience with Identity Providers such as JumpCloud, Active Directory, or Okta • Experience utilizing remote desktop support tools • Solution-oriented mindset with the ability to remain calm and professional under pressure • Ability to work a rotating shift schedule that aligns with North American business hours • Ability to operate a computer and document notes in real-time at 40+ WPM 3 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection 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.#LI-SR1 #LI-Onsite Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting. As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records. 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.