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IT Systems Support Consultant – Tier 2
RSI Security. Provide intermediate remote Tier 2 support and resolve technical and security issues within SLAs .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong proficiency in Windows and Mac OS environments, alongside expertise in Active Directory and Microsoft 365 administration. Capable of managing technical projects, providing Tier 2 support, and ensuring compliance with data governance and security protocols.
Highest-signal resume keywords
Windows/Mac OS ProficiencyActive Directory/Entra ID ManagementMicrosoft 365 AdministrationCompTIA Network+ CertificationCompTIA Security+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tier 2 IT SupportSystems AnalysisBasic Scripting LanguagesData Governance ChecksEndpoint ImagingNetwork TroubleshootingVulnerability RemediationAutomation ScriptsTechnical DocumentationClient Documentation Management
Soft Skills
Problem-SolvingCommunicationEscalation ManagementAttention to DetailClient Relationship Management
Tools & Technologies
AddigyDatto RMMPSAAutotaskHubSpotIT Glue
Certifications & Qualifications
CompTIA Network+CompTIA Security+Microsoft 365 Certified
Industry Keywords
MSPMSSPData PrivacySecurity ProtocolsInfrastructure Risks
Tech Stack
Tools & technologiesiOSMacOS
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Remote work
- Independent control over methods, means, and schedule, provided SLAs are met