Senior IT Infrastructure Manager

hace 3 días

Alajuela, Alajuela, Costa Rica Golabs A tiempo completo

About Golabs

Golabs is a leading provider of cutting-edge technology solutions. We are dedicated to delivering exceptional services and products that meet the evolving needs of our customers.

Job Summary

We are seeking a highly skilled and experienced Senior IT Infrastructure Manager to join our team. The successful candidate will be responsible for providing technical leadership and support to our employees, ensuring seamless IT operations and driving innovation in cloud and cyber security.

Key Responsibilities

  • Provide expert-level technical guidance and support to employees on 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.

Requirements

  • 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.

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