IT Manager – Tier 2

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Bold Business

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Real Estate • B2C • eCommerce

Bold Business is a company operating in the real estate sector, focusing on providing valuable properties across various sought-after locations in Los Angeles. Their comprehensive portfolio includes diverse properties designed to enrich the lives of their clients and meet their housing visions. They also emphasize branding and online marketing services that align with the evolving landscape of their industry.

201 - 500 employees

Founded 2016

🏠 Real Estate

👥 B2C

🛍️ eCommerce

📋 Description

• Supervise and mentor a distributed Tier 1 support team; establish performance standards; monitor KPIs; conduct coaching, training, and development; escalate complex issues as needed. • Oversee zero-trust and secure-access platforms (e.g., Zscaler); validate routing, policies, and authentication; troubleshoot connectivity and performance issues. • Manage enterprise VoIP/UC platforms (RingCentral, Cisco Webex, Microsoft Teams Calling, Zoom Phone, etc.); troubleshoot SIP/RTP, codec, SBC/NAT, IVR, and call-quality issues; maintain integrations with CRM and ticketing systems. • Oversee Tier 1 escalations for Windows, macOS, SaaS, and network incidents; manage collaboration suites (Google Workspace, Microsoft 365), device management, and endpoint security solutions. • Partner with security, operations, and engineering teams; maintain SOPs, runbooks, and knowledge base documentation; ensure clear communication and escalation procedures.

🎯 Requirements

• Enterprise VoIP/UC platforms • Secure-access & zero-trust platforms (Zscaler, Palo Alto Prisma Access, Cisco Duo, Okta MFA, Cloudflare One) • Networking fundamentals: DNS, VPN, routing, NAT/SBC, proxies, SSL/TLS, firewall, network security • Endpoint & device management: Intune/Autopilot, Jamf, NinjaOne, SentinelOne • Collaboration suites: Google Workspace, Microsoft 365, email security protocols (SPF/DKIM/DMARC) • CRM and ticketing systems: HubSpot, Jira Service Management, Zendesk • Leadership: Managing distributed support teams, resolving complex IT issues, maintaining documentation

🏖️ Benefits

• Fully remote with flexible hours • Competitive salary with professional growth opportunities