Tier 2 IT Technician

Job Description

About INC Systems

In 2004, INC Systems was started as a company passionate about helping people understand and use technology. Today INC works with businesses and non‑profits to manage and leverage technology to help meet their goals as effectively and efficiently as possible. Although we are a technology company at heart, we put people first so customer service is our main differentiator in the market.

A Day in the Life

• Each day starts with a 15‑minute huddle to discuss the important items for the day such as major ongoing issues, project deadlines, off‑hours service that was performed, daily metrics, etc.
• The morning will consist of helping our Tier 1 Technicians get the day off on the right foot. You will assist with any priority escalations and coach the Tier 1 team on issues.
• A backup may have had issues overnight and you will investigate the issue working with our vendor to ensure our customers’ data is backed up and secure.
• You may head out on‑site to get a new customer onboarded, convert them to our VOIP platform or manage a large project for a customer.
• Tier 2 Technicians are asked to provide insight and knowledge into new projects by providing our sales team with time and equipment requirements to get the project quoted.
• A Tier 2 Technician understands that the success of individuals is measured by the success of the team; they are always coaching and assisting the team in finding new or more efficient ways to accomplish our daily tasks. This can be accomplished by automation, new technologies, etc.
• A client may call with an issue and the technician will work directly with the customer to find ways that technology or changes in business processes could assist in their issue.
• A customer may be implementing a new piece of software; the technician will provide recommendations for hardware/software/networking changes and work with the client to make the transition seamless for their staff.

We Have:

• Paid vacation, PTO and holiday pay. A portion of unused vacation days can be rolled over to the following year or sold back to the company.
• Great health insurance with a portion paid by INC along with options for supplemental insurances and other payroll deduction plans.
• Matching retirement contributions. We match 3% of the money you invest.
• Quarterly and annual bonuses that allow you to earn more than your targeted annual pay.
• Family First Approach. Your family is your priority and we will always make sure to do whatever is necessary to make sure work does not get in the way when they need you the most.
• Casual and fun work atmosphere – We have a pool table, dart board, and comfortable break room but make sure you are packing a nerf gun because you never know when the darts will start flying.
• Snacks and food. We fill up the fridge at least once a month with food, snacks and ice cream for the team along with numerous options for coffee and tea.

You Have:

• First and foremost, the ability to always deliver great customer service and the desire to help others.
• Great communication skills both verbal and written while being patient and calm in the face of chaos or frustrations.
• The ability to explain complicated items in a way your grandmother can understand.
• Strong problem‑solving and troubleshooting skills and are good at logic puzzles.
• Strong competency of Network Domains, Active Directory and Security Software.
• Working knowledge of Wireless Technologies.
• Capable of troubleshooting network issues (DNS, DHCP, NAT and firewall rules).
• Minimum 2 years' experience – VLAN, Routing, Firewalling Support, VPN Connectivity Support.
• Minimum 2 years' experience – Server Hardware Technologies (CPU/RAID/SCSI) Support.
• Minimum 2 years' experience – Data Backup and Recovery Support, Corporate Antivirus Support.
• At least 4 years working in the IT field or an equivalent degree in the computer field and a strong understanding of Microsoft Desktop and Server Operating Systems, Microsoft Office applications, and Office 365 Infrastructure.

Would Also be Great if You Have:

• A+, Security+ and Network+ Certifications along with any of the Microsoft Certifications.
• The ability to type at 50+ wpm (without looking at the keys).
• A passion…