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Software Engineering · Heredia · Hybrid

Systems Support Administrator

We seek a qualified Systems Support Administrator eager to work with a dynamic and globally distributed team in an innovative and detail-oriented environment with plenty of opportunities to learn and grow. You will handle Tier 1 and Tier 2 technical support, manage cloud infrastructure and identity administration across AWS and Google Workspace, and maintain the documentation and processes that ensure our operational reliability.

About First Factory

We are a software development company with over two decades of experience, boasting a dynamic team of 175+ professionals actively engaged in diverse projects across various industries. We invite you to join us on this journey as we thrive and embrace fresh challenges.

Key Responsibilities

IT Support and User Operations:

  • Respond to, triage, and resolve Tier 1 and Tier 2 IT support requests from local and globally distributed users.

  • Troubleshoot hardware, software, network connectivity, account access, endpoint, SaaS application, and cloud-related issues.

  • Guide users through troubleshooting steps over audio calls, video calls, screen sharing, chat, and ticketing systems.

  • Support employee onboarding, offboarding, password resets, MFA enrollment, device setup, and application access requests.

  • Install, configure, and maintain laptops, desktops, peripherals, collaboration tools, and business applications.

  • Support Windows and/or macOS endpoints, including software installation, configuration, patching, and general troubleshooting.

  • Assist with endpoint security, device compliance, asset tracking, and inventory management.

  • Support customer-facing or business-facing technical requests where IT operations support is required.

  • Escalate complex issues to senior IT, infrastructure, security, vendor, or engineering teams with clear troubleshooting notes and business impact.

Cloud Infrastructure, Identity, and SaaS Administration:

  • Provide Tier 1 and Tier 2 operational support for AWS-based infrastructure, including initial triage, monitoring review, access support, and infrastructure-level troubleshooting.

  • Assist with the administration and support of AWS services such as IAM, EC2, S3, CloudWatch, VPC/security groups, Route 53, and related operational tools.

  • Administer Google Workspace / G Suite, including user lifecycle management, groups, shared drives, email settings, security controls, and access troubleshooting.

  • Administer Azure AD / Microsoft Entra ID, including users, groups, MFA, conditional access, SSO, enterprise applications, and access reviews.

  • Follow access control, change management, and documentation standards when making changes to cloud, identity, or SaaS environments.

  • Support secure access practices, including least privilege, MFA, role-based access control, and periodic access reviews.

Documentation and Process Improvement:

  • Maintain accurate documentation for IT processes, procedures, configurations, access workflows, and troubleshooting steps.

  • Create and update user-facing knowledge base articles, internal runbooks, and technical documentation.

  • Document recurring issues, root causes, and recommended process improvements.

  • Assist with incident, change, and problem management activities as needed.

  • Identify opportunities to improve IT support efficiency, reduce ticket volume, and strengthen operational reliability.

Requirements

  • 2+ years of experience in IT support, IT operations, cloud operations, systems administration, or a similar technical support role.

  • Proven experience providing Tier 1 and Tier 2 support in a business IT environment.

  • Working knowledge of Windows and/or macOS endpoint support.

  • Experience supporting remote or globally distributed users through ticketing systems, chat, audio calls, video calls, and screen-sharing tools.

  • Ability to explain technical steps clearly to users with varying levels of technical experience.

  • Good documentation habits and ability to clearly record troubleshooting steps, process changes, and system updates.

  • Ability to prioritize requests, manage competing issues, and escalate appropriately.

  • Strong willingness to learn cloud infrastructure, identity administration, SaaS administration, and Linux systems support.

  • Professional English communication skills required.

Preferred Skills

  • Exposure to AWS, Google Cloud Platform, Azure AD / Microsoft Entra ID, Google Workspace / G Suite, or Linux environments.

  • Experience with AWS services such as IAM, EC2, S3, CloudWatch, VPC/security groups, Route 53, or similar tools.

  • Experience with Google Admin Console, Google Workspace security settings, groups, shared drives, and user lifecycle management.

  • Experience with Microsoft Entra ID, conditional access, enterprise applications, SAML/OIDC SSO, and MFA policies.

  • Basic Linux command-line experience, including SSH, log review, service checks, permissions, and disk usage troubleshooting.

  • Familiarity with ITSM/ticketing systems, incident management, change management, and internal documentation tools.

  • Experience with scripting or automation using PowerShell, Bash, or Python.

  • Understanding of security best practices, including least privilege, endpoint protection, patching, MFA, phishing response, and access reviews.

  • Certifications such as CompTIA A+, Network+, Security+, AWS Certified Cloud

  • Practitioner, Microsoft, or Google Workspace certification.

Department
Software Engineering
Role
Systems Support Administrator
Locations
Heredia
Remote status
Hybrid

About First Factory

For over 25 years, First Factory ​has been a place where collaborative excellence meets ​modern technologies. We’re a strong team building exceptional software solutions from Costa Rica​ and LATAM for ​primarily US-based clients. With industry-low turnover, top eNPS globally, and 5 consecutive Inc. 5000 awards, we foster an environment where talented engineers thrive on challenging projects using modern tech stacks.​

Founded in 2000
Coworkers 180+
Software Engineering · Heredia · Hybrid

Systems Support Administrator

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