**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.
