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Tier 2 Technician

(A.K.A. The Technical Heavy-Hitter We’ve Been Looking For)

Job Summary

At INC Systems, we’re not your typical Managed Service Provider (MSP). We’ve been helping businesses and non-profits wrangle their technology since 2004, and along the way we figured out a secret: people matter more than servers. Technology is just the tool we use to make lives easier, and occasionally to justify buying really cool gadgets.

We’re on the hunt for a seasoned Tier 2 Technician. The kind of person who sees a flashing red light on a firewall and gets curious instead of concerned. You’re the technical backbone of our service team: part engineer, part detective, part mentor, and part “wait, how did you fix that so fast?” You’ll own the tough tickets, lift up our Tier 1 team, own projects from kickoff to handoff, and help push our tools, processes, and automations forward.

If you get a small dopamine hit from a clean PowerShell script, have opinions about VLAN design, and think “Office 365 admin” is a fun Saturday, keep reading.

A Day in the Life

Your day starts with a 15-minute team huddle where we talk priorities, escalations, overnight alerts, and (inevitably) someone makes a joke that’s way too early for HR to hear about. From there, you’re off.

The morning might kick off with a backup job that threw a tantrum overnight. You’ll dig into logs, pull in the vendor if you have to, and make sure our client’s data is safe before they’ve even had their second coffee. Then a Tier 1 tech pings you: a user’s Conditional Access policy is blocking them from a legitimate app. You walk the tech through the fix, explain the “why” (not just the “what”), and everyone leaves 2% smarter.

By mid-morning you’re on-site at a client. Maybe standing up a new server, cutting them over to our VOIP platform, or scoping a firewall replacement. You take notes like a hawk, because future-you will thank present-you when the ticket comes back in six months.

Lunch happens. Opinions are shared. Someone defends a questionable streaming show. The darts may or may not start flying.

Afternoon shifts into project and improvement mode. Sales needs your input on a network refresh quote: how many hours, what gear, what gotchas? A client is rolling out new software and wants to know if their infrastructure can handle it (spoiler: probably, with a nudge). And if there’s a repetitive task draining hours out of the team’s week, you’re the type to ask, “why aren’t we automating this?” and then actually do it.

By end-of-day, you’ve closed tough tickets, made the Tier 1 team better, moved a project forward, and maybe shaved 20 minutes off a process that’ll compound into weeks of reclaimed time. Victory dance optional. Encouraged.

What You’ll Be Doing (AKA Your Superpowers)

Technical Heavy Lifting: Where the Tickets Get Real

• Own escalated tickets from Tier 1: the gnarly ones, the weird ones, the “this has never happened before” ones.
• Troubleshoot network issues end-to-end: DNS, DHCP, NAT, firewall rules, VLANs, routing, VPN tunnels, and the occasional haunted switch.
• Administer, troubleshoot, and optimize Microsoft 365 tenants (Entra ID, Exchange Online, Teams, SharePoint, Intune, Conditional Access, the whole family).
• Support Windows Server environments (AD, Group Policy, DNS, DHCP, file services, RDS) and keep virtualization hosts happy.
• Own backup and disaster recovery, because the job isn’t done until you’ve verified the restore actually works.
• Stand up, migrate, and maintain firewalls, switches, wireless, and VPN infrastructure across our client base.
• Roll out new clients and projects (onboarding, migrations, VOIP cutovers, hardware refreshes) with the kind of planning that makes the cutover day boring (in the best way).

Making the Team Better: Because No One Levels Up Alone

• Coach and mentor the Tier 1 team. Walk them through the fix and the reasoning, so next time they’ve got it.
• Be the technical partner to our sales team: scope projects, estimate time and equipment, and flag the gotchas before they become change orders.
• Contribute to documentation like your future self is going to read it (because they will, at 11pm, on a Tuesday).
• Spot broken processes and fix them. Spot tedious processes and automate them. Spot tribal knowledge and write it down.

Client-Facing Work: Yes, You’ll Talk to Humans

• Work directly with clients to untangle issues, recommend solutions, and translate “IT” into English.
• Advise clients on hardware, software, and network changes when they’re rolling out something new.
• Be the calm in the storm when things go sideways, because someone has to be, and you’re really good at it.

You Have (The Non-Negotiables)

• A genuine drive to deliver great customer service and help people. This is the whole job, honestly.
• Strong verbal and written communication, with the patience of a saint when things get chaotic.
• The ability to explain complicated tech to your grandmother and have her actually get it.
• Sharp problem-solving chops and a brain that likes logic puzzles.
• 5+ years working in IT (or a degree in a computer field plus serious hands-on time).
• 4+ years hands-on with VLANs, routing, firewall support, and VPN connectivity.
• 4+ years supporting server hardware (CPU/RAID/storage) and Windows Server environments.
• 4+ years of data backup and recovery work, plus corporate antivirus/EDR support.
• Strong working knowledge of network domains, Active Directory, and security tooling.
• Solid wireless technology chops (design, deployment, troubleshooting).
• Deep comfort with Microsoft 365 administration. Entra ID, Exchange Online, Teams, SharePoint, and Intune should all feel like home.
• Real troubleshooting skills around DNS, DHCP, NAT, and firewall rules (not just reading about them on Reddit).

Strongly Preferred (A.K.A. You’ll Fit Right In)

• PowerShell scripting and a general love for automating the boring stuff. If you’ve ever written a script just to avoid doing something twice, we’re your people.
• Experience building automations that connect systems together (Power Automate, Graph API, webhooks, or similar).
• A habit of asking “why are we doing this manually?” and then doing something about it.

Would Also Be Great If You Have

• Experience with ConnectWise Manage (our PSA). Bonus points if you’ve lived in it daily.
• Experience with NinjaOne RMM (or comparable RMM platforms like Datto, N-able, Kaseya).
• A+, Network+, Security+, and any Microsoft certifications (MS-900, AZ-104, MS-102, etc.).
• The ability to type 50+ wpm without staring at your keyboard.
• A passion for learning: new tools, new platforms, new anything.
• A love for technology, Star Wars, science, and gadgets. (Strong opinions welcome. Defending them at lunch is encouraged.)

What You Get

Starting salary depends on experience, certifications, and overall technical ability.

• $50k to $70k per year, including your quarterly performance bonuses. That is what you are on track to actually earn in a year, not a base figure with fine print hiding underneath it
• Our bonuses reward performance, so when you beat your goals, you can earn above that range.
• An opportunity to learn and expand your knowledge with the best team around

We Have (Because We Actually Care)

• Paid vacation, PTO, and holiday pay. Unused vacation can be rolled over or sold back to the company.
• Great health insurance with a portion paid by INC, plus options for supplemental insurance and other payroll deduction plans.
• Matching retirement contributions. We match 4% of what you invest.
• Annual profit sharing. When the company wins, you win. This isn’t a “maybe someday” perk, it’s a real chunk of change that shows up every year based on how we do as a team.
• Family First Approach. Your family is the priority. When they need you, work waits.
• Casual, fun work atmosphere: ping pong table, dart board, comfortable break room, and a standing recommendation to keep a Nerf gun handy (you’ll know why eventually).
• Snacks, food, ice cream, and plenty of coffee/tea options. The fridge gets restocked monthly.

Where You Go From Here

The Tier 2 Technician role is the second level of technical ability at INC Systems, and it’s a real one. You’re the support our Tier 1 team leans on and the person clients trust with the hard stuff. You’ll know our processes, procedures, and tools inside and out.

From here, there are a few paths. You might lean deeper into the technical track and grow into a Senior Engineer role, owning the hardest tickets, leading R&D on new technology, and shaping what we deploy next. Or you might lean toward account management, working closely with clients to make sure they’re getting everything they should out of their technology. Every level has more responsibility, more perks, and a clear path for growth. We’d rather help you level up than lose you.

In business since 2004, INC Systems is a technology services and consulting company that has been involved in a vast number of diverse projects. Until 2013, there were two divisions of the company, one focused on I.T. services and the other on low-voltage wiring, audio video projects, and home automation. A tremendous amount of knowledge was gained during our first decade, not only on the technical work but in managing client expectations and delivering value. Today we only work with businesses and non-profits that view I.T. as critical to their success.

INC Systems is an equal opportunity employer. We make all employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status.