INCS Support Specialist I

Vertech

6d•Onsite

About The Position

An INCS Support Specialist I is the first line of defense for our clients' industrial control systems. This role involves troubleshooting, solving problems under pressure, and growing a career in industrial automation and cybersecurity. We are hiring three Specialist I's for a new 24/7/365 industrial security operations team, with each opening tied to a specific shift (day, swing, or night).

Requirements

Availability and commitment to work an assigned day, swing, or night shift on an ongoing basis
Basic understanding of industrial control systems (ICS) and operational technology (OT)
Familiarity with PLCs, HMIs, and SCADA systems (vendor-agnostic)
Industrial networking fundamentals including IP addressing, switches, VLANs, and the OSI model
Experience with Windows-based systems and basic server concepts
Understanding of network equipment such as routers, switches, firewalls, and VoIP
Basic knowledge of cybersecurity concepts as applied to OT environments
Understanding of cloud computing and storage, especially as it applies to network security
Experience with ticketing systems and remote support tools
Excellent written and oral communication skills with strong customer service abilities
Ability to remain calm and organized during high-impact incidents
Attention to detail and accurate documentation habits
Able to work well in a team environment
Associate'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.
1 to 2 years of experience in technical support, helpdesk, or field service roles.

Nice To Haves

Industrial, manufacturing, or critical infrastructure environment experience preferred.
One or more certifications preferred: CompTIA A+, Network+, or Security+; Cisco CCNA; ISA/IEC 62443 Fundamentals; Rockwell Automation, Siemens, or other ICS vendor fundamentals a plus.

Responsibilities

Serve as Tier 1 support for INCS-related incidents, service requests, and alerts during your assigned shift
Receive, log, track, and resolve support tickets using the organization's ticketing system
Perform initial triage and troubleshooting for industrial networks (Ethernet/IP, Modbus TCP, Profinet), HMIs, SCADA systems, PLC connectivity, industrial PCs, servers, thin clients, and remote access/VPN solutions
Monitor OT systems and alerting tools for faults, alarms, and performance issues
Provide user support for operators, engineers, and maintenance personnel
Escalate unresolved or complex issues to Level 2/3 INCS engineers following defined procedures
Run a clean shift handoff, giving the incoming shift a full pass-down of open incidents, in-progress work, and anything worth watching
Document incidents, resolutions, and known issues in knowledge bases and runbooks
Assist with routine system checks, patch verification, backups, and inventory updates
Support onboarding and offboarding of OT system users and access permissions
Follow OT safety, cybersecurity, and compliance requirements at all times