Senior End User Systems Administrator
Job Summary
We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Senior End User System Administrator and help us do what we do best: propelling business forward.
This role will be hybrid between your home office and our space in Costa Rica. As a vital member of the End User Support team, you will perform day-to-day support, phone support, core application support, remote access, and mobile computing support via remote user desktop and desk-side. You will work on a team, either resolving tickets or understanding when to escalate an issue appropriately.
This role is the first point of contact for IT support, so strong communication skills and comfort assisting all employees is paramount.
In this role, you will:
- Provide IT support to Progress employees via phone, email, ServiceNow ticketing, and in-person
- Clearly document each case in call management software, annotate all updates, and properly document the final resolution
- Research and resolve software/hardware errors using technical literature and/or vendor assistance while routing other issues to appropriate staff when needed
- Participate in the workstation lifecycle management –automated deployment of new machines and user profile migration
- Assist with employee onboarding and terminations, including shipping and setting up equipment for new hires and disabling accounts
- Introduce new hires to internal IT systems and culture. May also provide training to educate end users on the use of basic and specialized applications
- Enhance users experience by improving existing or introducing new systems and processes
- Assist or lead the setup of our local office environment
- Assume additional responsibilities as requested
- Lead projects and collaborate with cross-functional teams to ensure seamless integration and success.
Your background:
- Advanced education in IT or related field and several years of hands-on experience
- The ability to work in a high-volume, fast-paced, dynamic environment
- Familiarity with Windows 10/11, macOS, Azure, Microsoft365, and Cisco VPN
- Hardware and software problem-solving and analytical skills.
- Strong written and verbal communication skills, and comfort assisting individuals across all levels
- Ability to operate and achieve goals independently as well as through collaboration with globally distributed team members
- Attention to detail and ability to execute through to completion.
- Enthusiastic, proactive, and positive attitude.
- Familiarity with ServiceNow a plus
If this sounds like you and fits your experience and career goals, we’d be happy to chat.
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with.
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with.
Apply now!
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Together,
We Make Progress
Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!
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