IT Product Support Administrator

Responsibilities:

• Support tactical activities related to product coordination, communication, and development.
• Attend technical analysis, design, and requirements gathering meetings to define product objectives and requirements.
• Assist in executing product strategy and developing competitive analysis.
• Assess and respond to user requests for product or service support, recommend solutions, and communicate request statuses.
• Escalate complex issues as needed, following established escalation procedures.
• Log, track, analyze, and report on requests from end users.
• Resolve inquiries related to the functional or workflow operation of end-user products.
• Provide subject matter expertise and best practices for problem resolution and product operation to ensure customer satisfaction.
• Prepare and deliver informal presentations to small teams.
• Develop and maintain documentation for internal support and training purposes.
• Assist with task automation and process improvements as directed.
• Maintain established service level agreements to meet customer expectations and quality standards.

• Must be authorized to work in the U.S. without work authorization sponsorship now or in the future.
• Commitment to incorporating security into all decisions and daily job responsibilities.
• 3+ years of relevant experience as a Product Administrator or equivalent support specialist role.
• Experience working with Jira, Confluence, SharePoint, and/or Exchange.
• Proven experience in assessing and responding to user requests for product or service support.
• Experience in escalating complex issues and following established escalation procedures.
• Ability to log, track, analyze, and report on user requests.
• Experience in providing subject matter expertise and best practices for problem resolution.
• Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.
• Strong verbal and written communication skills, including the ability to create and maintain clear documentation.
• Demonstrated learning agility and commitment to staying current with evolving AI capabilities and industry trends.
• Familiarity with application development tools, build processes, and general software development practices.
• Ability to meet all technical requirements for a remote/work-from-home environment.

• Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or a related field.
• Knowledge of software development and operations tooling, including DevOps practices and Dynatrace.
• Experience performing application administrative functions, including managing end-user requests.
• Ability to create and deliver formal presentations to large groups outside the team or department.
• Experience working on large, moderately complex assignments.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup.

Pay Range: $24.00/hr - $26.00/hr

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at View phone number on us.fitly.work. To report any concerns, please email us at View email address on us.fitly.work

During the hiring process, we may use artificial intelligence (AI) tools to assist in evaluating information related to your application. These tools may help analyze job-related qualifications or assist recruiters in reviewing applications and interview responses. AI-generated information is one factor considered in our hiring process. Final employment decisions are made by qualified hiring personnel and are not based solely on AI-generated recommendations.