IT Systems Support Consultant – Tier 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver intermediate remote Tier 2 support and address technical and security challenges within established SLAs.

• Administer and configure Addigy for macOS, iPadOS, and iOS, as well as Datto RMM for Windows systems.

• Conduct weekly data governance audits to ensure backup integrity and overall tool functionality.

• Report backup failures to the designated System Administrator for resolution.

• Oversee technical projects outlined in individual Statements of Work, which include endpoint imaging, O365/Active Directory user provisioning and deprovisioning, network troubleshooting, and vulnerability remediation.

• Keep client documentation up-to-date in IT Glue in real-time.

• Create technical FAQs and facilitate knowledge transfer for support teams.

• Assist in developing automation scripts and suggest fundamental infrastructure improvements.

• Fulfill response, resolution, governance, and documentation acceptance criteria.

⛳️ Requirements

• At least 3 years of proven experience in systems analysis and Tier 2 IT support within an MSP or MSSP setting, either as an independent consultant or within an agency.

• Strong expertise in Windows/Mac OS, Active Directory/Entra ID, Microsoft 365 administration, and basic scripting languages like PowerShell.

• Familiarity with PSA, Addigy, Datto RMM, Autotask, HubSpot, and enterprise backup data governance audits.

• Relevant foundational IT or security certification required prior to engagement, such as CompTIA Network+, CompTIA Security+, or Microsoft 365 Certified.

• Successful completion of a thorough multi-jurisdictional background check is necessary before access is granted.

• Strict compliance with RSI Security's data privacy and security protocols is essential.

• Capability to escalate complex infrastructure risks to the Primary Liaison.

• Ability to maintain operational security over client data using encrypted communication channels and to relinquish access and data upon project or contract completion.

• 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 (excluding offshore contractor positions).

🏝️ Benefits

• Remote work flexibility.

• Independent control over methods, means, and scheduling, provided that SLAs are adhered to.