Dhaka, Dhaka Division, Bangladesh · Hybrid
$60k–$80k/yr
IT Support Technician (L2) New York Based (1 day client site/WFH) $60000-$80000 (based on experience) plus benefits About Dr Logic Dr Logic is an Apple-specialist Managed Service Provider, founded in 2003, delivering exp…
Skills: MacOS, Apple/Mac environments, iOS, iPadOS, Windows Desktop
City of London, England, United Kingdom · Hybrid
IT Support Technician (L1) Dr Logic · Operations Team · Reports to MSP Operations Manager About Dr Logic Dr Logic is a proactive Managed Service Provider (MSP) specialising in Apple-first IT environments for small and me…
Skills: MacOS, iOS, Troubleshooting, Microsoft 365, Google Workspace
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You will act as the primary on-site and remote technical support contact for New York clients, resolving complex IT issues while maintaining high service standards. Additionally, you will collaborate with the UK-based team to manage case triaging, documentation, and process improvements across the broader client base.
Candidates must have strong Level 2 MSP experience with deep expertise in macOS and Apple environments, alongside proficiency in device management tools and networking. Professional certifications such as Apple Certified Support Professional or Apple Certified IT Professional are required.
IT Support Technician (L2)
New York Based (1 day client site/WFH)
$60000-$80000 (based on experience) plus benefits
About Dr Logic
Dr Logic is an Apple-specialist Managed Service Provider, founded in 2003, delivering expert IT support, cyber security, and IT strategy to businesses primarily across the UK. We've grown from a small team of tech enthusiasts into a trusted group of problem-solvers, strategists, and cyber security experts - supporting over 2,500 users with a 96% customer satisfaction rate.
We take a proactive approach: rather than just fixing problems, we work to prevent them before clients even notice. Our team is guided by six core values - Integrity, Contribution, Engagement, Curiosity, Ownership, and Growth - which shape how we work with clients and with each other every day.
Summary
As a Level 2 IT Support Technician at Dr Logic, you'll play a key role in elevating our client service by resolving complex IT challenges. This is an exciting opportunity to be our first hire on the ground in the US - joining an established company with proven processes, tooling, and a track record of delivering high-quality IT support across our client base.
Based in New York, you'll work one day a week on-site with a key client (approximately 50 users), with the remainder of the week spent working from home. As our US presence grows, you should expect this to evolve, potentially including onsite visits to other client sites. Reporting to the Head of MSP Operations Manager, you'll manage case triaging and resolution, ensuring SLA targets are consistently met through effective dispatch management.
You'll be the first point of contact for all queries from our New York client, and you'll also support the wider business by working US hours to pick up tickets from across our broader client base upholding the same standards of service across our entire client base.
As our sole US-based technician, you'll need to be confident and self-sufficient, comfortable working independently for extended periods while drawing on the structure and support of an established organisation behind you. You'll represent Dr Logic to the highest standard as the face of the company on the ground in the US, helping to lay the foundation for our continued growth in the region. You'll proactively resolve issues, maintain clear client communication via our case system, and document actions meticulously, strengthening our commitment to outstanding service while helping drive team performance and process improvements.
Goal
Provide exceptional customer service through strong technical expertise, delivering remote, telephone, and on-site support. You'll build strong client relationships, resolve issues efficiently, and proactively reduce recurring problems to enhance service quality, operating as a confident, self-sufficient, client-facing presence in the US.
Duties and Responsibilities
Technical Support
Team Collaboration & Leadership
Process Improvement & Client Management
Documentation & Knowledge Management
Skills and Experience
Personal Qualities
Apple IT Support for Business across the UK & Internationally.
Dr Logic has been delivering expert Apple IT support to businesses across the UK and internationally since 2003. As an Apple Premium Technical Partner, we bring deep, certified expertise in the platforms your team actually uses - not a sideline in Apple bolted onto a Windows-first operation. We work as an extension of your team: proactive, responsive, and commercially minded. That means fewer disruptions, faster resolutions, and IT that genuinely supports the way your business runs. Our approach is built on partnership - we get to know your goals, your setup, and your people, so the support we deliver is tailored, not templated. Our team holds certifications across Jamf and Addigy alongside Apple's own programmes, and we specialise in working with organisations where Apple isn't a niche - it's the backbone. Whether you're scaling, switching provider, or looking for a partner who actually understands your Apple environment, we'd love to talk. Simple. Secure. Human. Apple to the Core.
Offices: 107 Cheapside, London, London EC2V 6DN, GB · Jactin House, 24 Hood Street, Ancoats, Manchester, M4 6WX, GB · Newminster House, 27-29 Baldwin Street, Bristol, BS1 1LT, GB · 11 Brindley Place, Brunswick Square, Birmingham, B1 2LP, GB
Apple IT Support for Business across the UK & Internationally.
Dr Logic has been delivering expert Apple IT support to businesses across the UK and internationally since 2003. As an Apple Premium Technical Partner, we bring deep, certified expertise in the platforms your team actually uses - not a sideline in Apple bolted onto a Windows-first operation. We work as an extension of your team: proactive, responsive, and commercially minded. That means fewer disruptions, faster resolutions, and IT that genuinely supports the way your business runs. Our approach is built on partnership - we get to know your goals, your setup, and your people, so the support we deliver is tailored, not templated. Our team holds certifications across Jamf and Addigy alongside Apple's own programmes, and we specialise in working with organisations where Apple isn't a niche - it's the backbone. Whether you're scaling, switching provider, or looking for a partner who actually understands your Apple environment, we'd love to talk. Simple. Secure. Human. Apple to the Core.
Offices: 107 Cheapside, London, London EC2V 6DN, GB · Jactin House, 24 Hood Street, Ancoats, Manchester, M4 6WX, GB · Newminster House, 27-29 Baldwin Street, Bristol, BS1 1LT, GB · 11 Brindley Place, Brunswick Square, Birmingham, B1 2LP, GB
