System Administration (Puerto Rico)

RTX•Aguadilla, PR

1d•Hybrid

About The Position

We are seeking a customer-focused and self-motivated System Administrator to provide remote support for an internally developed platform that delivers more than 150 applications across the enterprise. The role will primarily support the Windows-based client environment used to install, download, license, and launch applications. The System Administrator will troubleshoot customer issues remotely, manage incidents and service requests, and drive issues through resolution. This is a Hybrid position in Puerto Rico; candidate must reside in Puerto Rico.

Requirements

Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience.
Must be a U.S Citizen.
Two to five years of experience in system administration, application support, desktop support, or a related technical role.
Equivalent relevant technical experience may be considered in place of the degree requirement.
Experience providing remote application or desktop support.
Working knowledge of Windows 11 troubleshooting and software installation.
Experience using Docker Desktop as part of the support or administrative toolset.
Experience with Bomgar, OneStop, or similar remote-support tools.
Ability to troubleshoot client installation, application launch, licensing, connectivity, access, and configuration issues.
Basic understanding of client-server applications, software distribution, containers, and license management.
Strong customer service, communication, problem-solving, and organizational skills.
Ability to take ownership of issues and work independently through resolution.
Ability to support a large application environment and quickly learn new technologies.

Nice To Haves

Familiarity with Active Directory, networking, application logs, PowerShell, and SQL.
Experience supporting custom enterprise clients or application delivery platforms.
Experience with IT service-management practices, including incident, service request, problem, and knowledge management.
ITIL Foundation certification or equivalent service-management knowledge

Responsibilities

Provide remote support for the application delivery platform and its Windows client environment.
Install, configure, update, and troubleshoot the custom client.
Diagnose issues related to client installation, application launch, downloads, licensing, access, connectivity, and configuration.
Use Bomgar and OneStop to remotely connect to Windows 11 computers and assist customers.
Collect and analyze logs, error messages, screenshots, and system information.
Manage incidents and service requests from initial contact through resolution.
Communicate status, expectations, and resolutions clearly to customers.
Escalate complex issues to developers, infrastructure teams, licensing teams, or other support groups.
Document resolutions, workarounds, and recurring issues.
Support testing and validation of client and platform updates.