[Hiring] IT Systems Support Consultant @RSI Security

Role Description

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, 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.

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 to validate data integrity and basic tool health.
  • Escalate any backup failures 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

• SLA Compliance: Maintain consistent adherence to all agreed-upon response and resolution SLAs for accepted Tier 2 escalations.
• 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.

Qualifications

• 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 (e.g., PowerShell).
• Working knowledge of PSA, Addigy (macOS, iPadOS, iOS), and Datto RMM (Windows) Remote Management and Monitoring platforms (Autotask, HubSpot).
• Experience completing data governance checks for enterprise backup solutions.

Requirements

• 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.
• 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.
• Demonstrate integrity, accountability, and a strict adherence to RSI Security’s data privacy and security protocols in all operations.
• Approach intermediate technical issues with an analytical mindset, effectively escalating highly complex infrastructure risks (Tier 3+) to the Primary Liaison in a timely manner.
• 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

• 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.
• RSI Security does not accept unsolicited resumes, candidate submissions, or profiles from recruiters, placement services, or staffing agencies.