Advanced MSP Systems Engineer - Tier 3

(A.K.A. When Our Heavy-Hitters Need a Heavy-Hitter)

Key Responsibilities

• Own and resolve the high-level escalations that get past our Tier 2 team, serving as the final internal escalation point and solving complex, multi-system problems right the first time.
• Act as the technical lead in our sales process: perform discovery and assessments, design solutions, and build accurate scopes alongside our sales team (never client-facing solo).
• Mentor and level up the Tier 1 and Tier 2 team, build documentation and automation, and steadily reduce how often anything needs to reach your desk at all.

Job Summary

At INC Systems, we have been helping businesses and non-profits wrangle their technology since 2004. We are a Managed Service Provider, but the thing that actually makes us different is not the stack we deploy, it is that we put people first and technology second. We even put it on the wall: Technology Done Different.

This is the most senior technical seat we have. When a problem gets past our Tier 2 team, and our Tier 2 team is good, so that does not happen often, it comes to you. You are the final escalation point, the one who solves the thing nobody else here can solve, and solves it right the first time. You are also the technical brain in our sales process and the person who quietly makes every technician around you better.

We are not looking for someone still building a reputation. We are looking for someone who already has one. You have the scars, the judgment, and the rare ability to explain all of it without making anyone feel small. You know that being the smartest person in the room is worthless if you are also the bottleneck. If you get a quiet satisfaction from turning a four-alarm outage into a non-event, from scoping a project so accurately that cutover day is boring, and from watching a junior tech finally nail the thing you taught them last month, we should talk.

A Day in the Life

Your day starts with the same 15-minute huddle as everyone else's, because nobody is too senior for the huddle. Overnight alerts, project deadlines, and whose turn it is to defend an indefensible take at lunch. Then you get to work.

Here is the honest part: there is no typical day in this seat. Unlike the rest of the support team, your calendar is not carved into tidy, predictable blocks. Some days you spend start to finish buried in one nasty problem or one big project, and that is exactly where you should be. Other days you bounce across half a dozen things before lunch. The one constant is that you are always pointed at the highest-value work in front of you, wherever that happens to be that day. So read what follows as one possible shape of a day, not a schedule.

With that said, one possible day. A ticket lands that has been bouncing around Tier 2 for a day. Intermittent, multi-system, the kind where the symptom and the cause live in different buildings. You do not panic, because you have met this animal before in a dozen costumes. You pull the threads methodically, find the root cause hiding three layers down, fix it, verify it, and then do the part that matters most: you write it up and walk the Tier 2 tech through the reasoning, so next time this shows up, it never reaches your desk.

Mid-morning, you ride along with one of our salespeople on a prospect assessment. This part is mostly ears, not mouth. The salesperson runs the conversation and owns the relationship. Your job is to listen hard and learn everything you can about where this business actually hurts: what is slow, what keeps breaking, what keeps the owner up at night. Those pains are the raw material for the solution we will design and propose, so the better you absorb now, the better we can solve later. You speak up when a technical question genuinely needs your answer, but you are not there to run the meeting. You are there to understand it.

Your mentorship hour is on the calendar, and you keep it, because a stronger team is part of the job and not a distraction from it. Today it is a whiteboard session on Conditional Access with a Tier 1 who is ready to level up. You ask more than you answer. They leave with the fix and, more importantly, the reasoning behind it.

Lunch happens. Someone makes a confident claim about a movie nobody else has seen. A science debate breaks out and gets weirdly heated. A dart goes astray. The Nerf situation resolves itself, as it always does.

Afternoon is build-and-improve mode. You finish a solution design and hand it to a Tier 2 to implement, with a checklist clean enough that cutover day is gloriously dull. Then you spend an hour on