Systems Support Administrator

About the role

We are looking for a Systems Support Administrator to join First Factory’s globally distributed team. The role involves Tier 1 and Tier 2 technical support, cloud infrastructure management and identity administration across AWS and Google Workspace, and maintaining documentation to ensure operational reliability.

Key responsibilities

• Respond to, triage and resolve Tier 1 and Tier 2 IT support requests from users worldwide.
• Troubleshoot hardware, software, network connectivity, endpoint, SaaS and cloud‑related issues.
• Support employee onboarding, off‑boarding, password resets, MFA enrollment, device setup and application access.
• Install, configure and maintain laptops, desktops, peripherals and collaboration tools on Windows and macOS.
• Assist with endpoint security, device compliance, asset tracking and inventory management.
• Provide operational support for AWS services (IAM, EC2, S3, CloudWatch, VPC, Route 53) including monitoring, access and troubleshooting.
• Administer Google Workspace/G Suite (user lifecycle, groups, shared drives, security settings).
• Administer Azure AD/Microsoft Entra ID (users, groups, MFA, conditional access, SSO, enterprise apps).
• Maintain accurate documentation, runbooks and user‑facing knowledge‑base articles.

Required profile

• Qualified Systems Support Administrator with a strong technical foundation.
• Eager to work in a dynamic, detail‑oriented environment.
• Comfortable supporting users across multiple time zones and communication channels.
• Proactive attitude toward process improvement and documentation.

Required skills

• AWS services: IAM, EC2, S3, CloudWatch, VPC, Route 53.
• Google Workspace/G Suite administration.
• Azure AD / Microsoft Entra ID administration.
• Windows and macOS endpoint support.
• Hardware and software troubleshooting.
• Network connectivity troubleshooting.
• SaaS application support.
• Ticketing systems and remote support tools (audio/video calls, screen sharing).
• Endpoint security and device compliance.
• MFA enrollment and management.