Department: MSP Operations
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
- Prioritise and resolve support cases within SLA targets, focusing on lasting solutions.
- Follow service processes from response to resolution, escalating complex issues with detailed handovers to the UK team.
- Diagnose and troubleshoot technical problems using best practices.
- Provide on-site support at the New York client site one day per week (approx. 50 users), and remote support the remainder of the week.
- Pick up and resolve tickets from across the wider client base
- Boost client relationships through effective engagement and support.
- Keep case records accurate and clients informed.
- Stay updated on IT trends and share knowledge with the team.
Team Collaboration & Leadership
- Support Level 1 technicians by answering tickets directly during backlog clearance or periods of high demand, and by helping reinforce team processes and procedures
- Collaborate with project teams on documentation and change management
- Work closely with the UK-based team across time zones, ensuring smooth handovers and consistent service standards
- Identify potential client projects through technical insights gained on the ground
- Lead by example, setting a high standard of conduct and technical proficiency that reflects well on Dr Logic as a whole
Process Improvement & Client Management
- Refine operational processes and propose tool enhancements to improve efficiency across the team.
- Act as the primary technical and on-site contact for our New York client, managing onboarding and offboarding and building a strong understanding of their needs – a scope expected to grow as we take on further US clients.
- Monitor backups, updates, patches, and vulnerabilities, communicating proactively with clients to prevent issues before they escalate.
Documentation & Knowledge Management
- Update client documentation to reflect system changes.
- Build and maintain a knowledge base with solutions to common issues.
- Develop training materials and lead knowledge-sharing sessions.
Skills & Experience
- 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.
Personal Qualities
- Self-sufficient and comfortable working alone for extended periods, without daily in-person support from colleagues.
- Confident representing the company professionally and independently in a client-facing role
- Thrives in a fast-paced environment with a strong customer focus.
- Collaborative, approachable, and self-motivated – able to build strong working relationships remotely with a UK-based team.
- Detail-oriented with excellent organisational skills.
- Proactive, adaptable, and passionate about technology.
- Analytical and calm under pressure, with a positive, “gets on with it” attitude.
Only applicants with relevant experience need apply.