IT Systems Support Consultant (Tier 2) - RSI Security
Confirmed on the employer's own hiring board on Nov 5, 2026. First seen by Alion on Nov 2, 2026.
Job Description
Role Title: IT Systems Support Consultant (Tier 2)
Department:Technical Operations
Reports To (LMA):Sr. Manager of Technical Operations
Job Type:Contractor; 1099; 2 open positionsHourly Rate: $13-$17/hr
Location: Remote; Worldwide
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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.