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It Manager

hace 4 semanas

Alajuela, Costa Rica Golabs A tiempo completo

**About the job IT Manager**:
**Responsibilities**
- Provide technical support and guidance to employees regarding hardware, software, and network-related issues.
- Assist with onboarding and off-boarding processes, including setting up laptops, configuring user accounts, and ensuring access to necessary resources.
- Troubleshoot and resolve IT-related problems, both remotely and on-site if required.
- Document and track IT issues, ensuring timely resolution and adherence to service level agreements (SLAs).
- Handle escalations from the support team and provide prompt and accurate feedback to employees.
- Develop and maintain technical knowledge of our cyber security solutions, including SaaS and On-Premise product lines.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to our products.
- Identify and document technical defects and challenges, working closely with the development team for resolution.
- Summarize complex product issues accurately and thoroughly for escalation to the Dev team.
- Update the knowledge base and documentation with technical information and issue resolutions.
- Act as a key escalation channel for our Customer Experience Technical Support team.
- Collaborate with cross-functional teams to shape new features and products, representing the voice of the customer.
**Qualifications**
- Strong working knowledge of Microsoft Azure AD, Office365, Exchange Online, Microsoft Defender, SharePoint, OneDrive, Teams administration, and Intune Mobile Device Management
- Familiarity with Windows Server and Active Directory management in a hybrid identity environment
- Experience with modern identity and access management tools and protocols (Okta, ADFS, SAML, Auth 2.0, OpenID Connect, SCIM).
- Experience creating and updating DNS records, and related PKI certificate management.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Experience as a Systems Administrator (or similar type of role), preferably in a SaaS or cloud-based environment.
- Strong knowledge of cloud platforms such as AWS, Azure, or Google Cloud, including services like EC2, S3, RDS, and VPC.
- Proficiency in scripting and automation using tools such as PowerShell, Bash, or Python.
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Excellent attention to detail and the ability to prioritize tasks effectively.
- Effective communication and interpersonal skills.
- Relevant certifications (such as AWS Certified SysOps Administrator, Azure Administrator Associate, etc.)
are a plus.