IT Support Technician – Tier 1

About the role

Metropolis is looking for a proactive, customer‑centric IT Support Technician (Tier 1) to join its Global Service Desk in India. You will be the first point of contact for North American employees, delivering high‑quality phone and digital support across all U.S. time zones.

Key responsibilities

• Provide front‑line support via live phone queues and Jira Service Management.
• Resolve JumpCloud MFA challenges and credential synchronization issues.
• Diagnose and fix Windows and Google Workspace connectivity and software problems.
• Monitor VPN stability and ensure access to critical network resources.
• Translate technical workflows into clear guidance for non‑technical users.
• Maintain accurate support records in Jira for escalation and trend analysis.
• Coach users on MFA best practices and proactive credential management.
• Identify high‑complexity issues early and coordinate warm hand‑offs to senior engineering teams.
• Leverage AI tools to automate and improve support processes.

Required profile

• Minimum 1 year of experience in a high‑volume technical call centre or phone‑based IT support.
• Excellent command of English with clear, professional diction.
• Experience with identity providers such as JumpCloud, Active Directory or Okta.
• Proficiency using remote desktop support tools.
• Solution‑oriented mindset and ability to stay calm under pressure.
• Willingness to work rotating shifts aligned with North American business hours.

Required skills

• JumpCloud
• Active Directory
• Okta
• Remote desktop support tools
• Windows operating system
• Google Workspace
• VPN technologies
• Jira Service Management
• Multi‑Factor Authentication (MFA)
• AI‑assisted workflow tools