Hybrid IT Support Tech (L2) — Apple MSP, NY

Dr Logic Ltd; New York (NY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Dr Logic Ltd is seeking a Level 2 IT Support Technician to elevate client service by resolving complex IT challenges. This role marks our first US hire, joining a UK-founded MSP with established processes, tooling, and a proven track record across our client base.

Based in New York, you will work one day on-site with a key client (~50 users) and four days remote from home. As our US presence grows, onsite visits to other sites may occur, reporting to the Head of MSP Operations.

Qualifications

• Strong Level 2 experience in an MSP environment, with deep expertise in troubleshooting macOS and Apple/Mac environments in particular, plus iOS/iPadOS, Windows Desktop and Server.
• Apple Certified Support Professional or Apple Certified IT Professional status.
• Proficiency with device and identity management tools (e.g. Addigy, Jamf, Intune, JumpCloud).
• Experience with Microsoft 365, Google Workspace, Adobe Creative Cloud.
• Experience with endpoint protection, antivirus, and security software (e.g. SentinelOne, CrowdStrike, Jamf Protect, Microsoft Defender), including patch management, MFA enforcement, and disk encryption (FileVault/BitLocker).
• Setup and troubleshooting of video conferencing systems and network hardware (routers, switches, wireless access points).
• Strong grasp of networking concepts (DHCP, DNS, IP addressing, subnetting, VLANs).
• Familiarity with IT service management tools (e.g. ServiceNow, Autotask).
• Apple Device Support Certification (preferred).
• Proven ability to solve complex technical issues and explain them clearly to non-technical users.

Responsibilities

• Provide Level 2 IT support for the New York client, resolving complex issues and ensuring SLA targets are met.
• Lead on-site support one day per week at the NY client site (~50 users) and provide remote support the rest of the week.
• Maintain case records, communicate with clients clearly, and document actions in the ticketing system.
• Collaborate with UK team across time zones to ensure consistent service standards and smooth handovers.

Skills

macOS support

Apple device mgmt

Apple Certified

MDM tools

Microsoft 365

Google Workspace

Security software

Networking basics

Tools

Addigy

Jamf

Intune

JumpCloud

ServiceNow

Autotask

Job description

Dr Logic Ltd is seeking a Level 2 IT Support Technician to elevate client service by resolving complex IT challenges. This role marks our first US hire, joining a UK-founded MSP with established processes, tooling, and a proven track record across our client base.

Based in New York, you will work one day on-site with a key client (~50 users) and four days remote from home. As our US presence grows, onsite visits to other sites may occur, reporting to the Head of MSP Operations.