IT Systems Support Consultant (Tier 2)

Job Description

Role Title: IT Systems Support Consultant (Tier 2)

Department: Technical Operations

Reports To (LMA): Sr. Manager of Technical Operations

—

Role Summary

RSI Security is seeking a skilled, independent IT Systems Consultant to provide intermediate remote support, administer Addigy (macOS, iPadOS, iOS) and Datto RMM (Windows) Remote Management and Monitoring platforms, complete data governance checks (ensure we are running backups and that they are completing successfully. Any failures should be escalated to the System Administrator accountable for administering and maintaining backups and data integrity), and execute standard client infrastructure projects. The Consultant will operate independently to resolve Tier 2 escalations, maintain secure endpoint configurations, and deliver exhaustive technical documentation. The Consultant retains full control over the methods, means, and schedule by which they accomplish these deliverables, provided all Service Level Agreements (SLAs) are met.

Core Responsibilities

• Intermediate Incident Escalation Services: Serve as an independent Tier 2 escalation point, triaging, troubleshooting, and resolving intermediate technical and security issues within defined SLAs.
• Systems & Tool Administration: Operate and configure Addigy (macOS, iPadOS, iOS) and Datto RMM (Windows) Remote Management and Monitoring, and integrated security platforms. Execute and deliver weekly data governance checks (ensure we are running backups and that they are completing successfully) to validate data integrity and basic tool health. Any backup failures should be escalated to the System Administrator accountable for administering and maintaining backups and data integrity. 
• Standard Project Execution: Manage and execute specific technical projects as outlined in individual Statements of Work (SOWs), including endpoint imaging, user provisioning/deprovisioning (O365/Active Directory), routine network troubleshooting, and standard vulnerability remediation.
• Documentation & Knowledge Transfer: Maintain rigorous, real-time documentation within the client's IT Glue environment and author technical FAQs to support the broader operational team.
• Process Improvement: Assist in deploying automation scripts to streamline redundant processes and provide recommendations for basic infrastructure enhancements to RSI Security leadership.

Service Level Agreement (SLAs) and Acceptance Criteria

• The Consultant’s services will be evaluated against the following deliverable standards:
• SLA Compliance: Maintain consistent adherence to all agreed-upon response and resolution SLAs for accepted Tier 2 escalations.
• Governance Execution: Governance Execution: Deliver 100% of required weekly backup and Addigy (macOS, iPadOS, iOS) and Datto RMM (Windows) Remote Management and Monitoring governance checks by the designated weekly deadline. 
• Documentation Completeness: Ensure 100% of client engagements, troubleshooting steps, and system configurations are accurately documented and delivered in IT Glue upon project or ticket completion.

Measurables

These are tracked weekly or monthly via the Scorecard.

Notes / Special Considerations

• Professional Experience: Minimum of 3 years of demonstrable experience providing systems analysis and Tier 2 IT support in an MSP or MSSP environment as an independent consultant or agency.
• Technical Proficiencies: Strong proficiency in Windows/Mac OS, Active Directory/Entra ID, Microsoft 365 administration, and basic scripting languages (e.g., PowerShell). Working knowledge of PSA, Addigy (macOS, iPadOS, iOS), and Datto RMM (Windows) Remote Management and Monitoring platforms (Autotask, HubSpot), as well as completing data governance checks for enterprise backup solutions.
• Required Certifications: The Consultant is expected to hold relevant foundational IT or security certifications (e.g., CompTIA Network+/Security+, Microsoft 365 Certified) prior to the start of the engagement.
• Background Verification: Due to the highly sensitive nature of the data accessed, the Consultant (and any personnel deployed by the Consultant) must successfully pass a comprehensive multi-jurisdictional background check prior to being granted access to RSI Security or client infrastructure.
• Security-First Operations: Demonstrate integrity, accountability, and a strict adherence to RSI Security’s data privacy and security protocols in all operations.
• Proactive Problem Solving: Approach intermediate technical issues with an analytical mindset, effectively escalating highly complex infrastructure risks (Tier 3+) to the Primary Liaison in a timely manner.
• Data Security & Privacy: Maintain rigorous operational security over all client data, utilizing encrypted channels and immediately relinquishing access and data upon project or contract completion.

Important Notice to Job Applicants and Recruitment Agencies

Work Authorization & Visa Sponsorship RSI Security is currently unable to provide sponsorship for employment visa status (e.g., H-1B, TN, O-1, STEM OPT extensions, or Permanent Residency/Green Card sponsorship) for any position (except for our offshore contractor positions). All applicants must be currently authorized to work for any employer in the United States on a full-time, ongoing basis without the need for current or future employer immigration sponsorship 

Unsolicited Agency & Staffing Submissions Policy RSI Security does not accept unsolicited resumes, candidate submissions, or profiles from recruiters, placement services, or staffing agencies.