IT Systems Support Consultant – Tier 2
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Job Description
Remote Tier 2 IT consultant administering Addigy, Datto RMM, and client infrastructure. Supporting RSI Security’s secure managed IT and cybersecurity operations worldwide.
Responsibilities:
- Provide intermediate remote Tier 2 support and resolve technical and security issues within SLAs
- Administer and configure Addigy for macOS, iPadOS, and iOS and Datto RMM for Windows
- Execute weekly data governance checks to verify backups and basic tool health
- Escalate backup failures to the accountable System Administrator
- Manage technical projects under individual Statements of Work, including endpoint imaging, O365/Active Directory user provisioning and deprovisioning, network troubleshooting, and vulnerability remediation
- Maintain real-time client documentation in IT Glue
- Author technical FAQs and support knowledge transfer
- Assist with automation scripts and recommend basic infrastructure enhancements
- Meet response, resolution, governance, and documentation acceptance criteria
Requirements:
- 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
- Strong proficiency in Windows/Mac OS, Active Directory/Entra ID, Microsoft 365 administration, and basic scripting languages such as PowerShell
- Working knowledge of PSA, Addigy, Datto RMM, Autotask, HubSpot, and enterprise backup data governance checks
- Relevant foundational IT or security certification required before engagement, such as CompTIA Network+, CompTIA Security+, or Microsoft 365 Certified
- Successful completion of a comprehensive multi-jurisdictional background check before access is granted
- Strict adherence to RSI Security data privacy and security protocols
- Ability to escalate highly complex infrastructure risks to the Primary Liaison
- Ability to maintain operational security over client data using encrypted channels and relinquish access and data upon project or contract completion
- Currently authorized to work for any employer in the United States on a full-time, ongoing basis without current or future employer immigration sponsorship (except offshore contractor positions)
Benefits:
- Remote work
- Independent control over methods, means, and schedule, provided SLAs are met
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