INCS Support Specialist II

An INCS Support Specialist II is where troubleshooting meets true ownership. You're the escalation point when Level 1 needs backup, the one who digs into root causes instead of just patching symptoms, and the mentor who helps junior team members level up. If you thrive on solving complex problems in production-critical environments and want to take the next step in your OT career, we'd love to have you on the team. Who We Are At Vertech, not only do we develop world class industrial automation solutions for some of the top US companies, we also strive to be the team of choice for the best and brightest talent. I mean, we call ourselves control freaks for a reason. The passion (and intelligence) our employees have is truly mind-blowing. In turn, we work hard to take care of our own with excellent benefits and pay, personal development, and transparent communication. We also know that you can be great at what you do and still have fun. If that sounds like a good fit, help us bring the next generation of automation solutions to nearly every industry, including manufacturing, food and beverage, renewable energy, water and wastewater, baggage handling and more. Top Reasons to Work with Us Flexible work schedule with work from home options for numerous roles Weekly communication from management in our internally famous Friday morning meeting Competitive Compensation including a bonus plan No more than a 4 week waiting period on all benefits including the 401k A really rad Christmas Party each year A manager that is cool…most of the time, because no one is perfect A path for growth, a great culture, PTO, AND MORE! What You Will Be Doing The INCS Support Specialist II provides advanced OT support for industrial control systems, networks, and associated infrastructure. You'll serve as an escalation point for Level 1 issues, perform deeper troubleshooting and root cause analysis, and play an active role in system stability, standardization, and continuous improvement across INCS environments. The position requires both technical depth and leadership skills. The successful candidate must be able to work independently on complex issues while also mentoring junior team members. A focus on OT cybersecurity and system reliability is essential. Act as Tier 2 escalation support for INCS-related incidents and service requests Troubleshoot and resolve complex issues involving industrial Ethernet networks (managed switches, VLANs, redundancy), PLC-to-PLC and PLC-to-HMI/SCADA communications Perform root cause analysis (RCA) for recurring incidents and system failures Support system upgrades, patching activities, and firmware updates under change management Configure and maintain OT infrastructure components including network switches, firewalls, servers, virtual machines, and backup/recovery solutions Assist with vendor coordination and technical support engagements Develop and maintain technical documentation, runbooks, and standard operating procedures (SOPs) Mentor and provide technical guidance to Level 1 INCS Support Specialists Contribute to OT cybersecurity initiatives, assessments, and remediation activities Support incident response and recovery for OT-related security or availability events Manage and maintain Vertech's managed services platform and infrastructure Participate in on-call rotations or extended support coverage as required What You Need for this Position Strong understanding of industrial control systems (ICS) and OT environments Hands-on experience with PLCs, HMIs, and SCADA platforms (vendor-specific or vendor-agnostic) Industrial networking protocols (EtherNet/IP, Modbus TCP, Profinet, OPC UA) Managed switches, firewalls, and industrial network segmentation Windows Server environments and virtualization (VMware/Hyper-V preferred) Working knowledge of OT cybersecurity principles, including network zoning and access control Experience using monitoring, logging, and diagnostic tools in OT environments Strong problem-solving and analytical skills Ability to prioritize and manage multiple incidents simultaneously Confidence to make technical decisions within defined authority Ability to mentor junior staff and share knowledge effectively Excellent written and oral communication skills with strong customer service abilities Able to work well in a team environment Associate's or Bachelor's degree in Information Technology, Industrial Automation, Electrical Engineering Technology, Computer Science, Cybersecurity, or equivalent experience. Relevant technical training or military experience may be considered in lieu of degree. 3–5 years of experience in technical support, helpdesk, or field service roles. Industrial, manufacturing, or critical infrastructure environment experience preferred. Demonstrated experience handling escalated incidents and production-impacting issues One or more certifications preferred: CompTIA Network+ or Security+; Cisco CCNA; ISA/IEC 62443 Cybersecurity Fundamentals or Specialist; Microsoft or VMware server/virtualization certifications; Rockwell Automation, Siemens, or other ICS vendor certifications a plus.