Experienced MSP - Tier 2 Tech - Microsoft 365, Networking, Server

Job Description

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 Power Shell 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 , 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…