Business IT Support Manager - Cape TownFull job descriptionThe Company:At Impact our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world..then this is the place for you.Impact is the global leader in Partnership Automation. We work with enterprise and innovative brands like Ticketmaster, Levi's, Microsoft, Airbnb, and Uber to help them manage all different types of partnerships. From social influencers, B2B, strategic partners, publishers, and traditional affiliates, we have them covered. Our combined suite of products covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008 by the same team that founded Commission Junction, Impact has grown to over 1000 employees and eleven offices across the United States, Europe, Africa, and Asia.Your Role at Impact:The Business IT Support Manager is the first point of contact for 1000+ employees globally. You will be responsible for troubleshooting end user issues on various SaaS applications, hardware, network, and telecommunication systems. The role reports to the IT Manager located in New York City.What You'll Do:Work closely with the global IT team to provide support across all time zonesResponsible for keeping relevant stakeholders informed of any updates during the resolution of their requestsUser accounts - new user access, assists with issues, manage user permissions, and handling user terminationsTroubleshoot and resolve SaaS issuesConduct research to understand, explain and resolve technology issuesCommunicate updates to users that have been or may be affected by a problemUtilizes help desk tracking software to present recommendations and improvements for user systemsSupport and troubleshoot AV systems for conference rooms and town hallsKeeps up to date on the latest feature releases and implements these new functionality to the company What You Have:3-5 years of end-user support2+ years of dedicated application supportExperience with IT integrations (SSO, API, etc)Experience with creating technical documentationSite owner for local and regional officesAbility to work independently and think creatively.Experience supporting SaaS applications such as Google Workspace, Slack, Zoom and other SaaS applicationsExperience with using a ticketing system such as Jira, Freshdesk, etc.Ability to support predominantly a Mac based environmentAbility to work independently without in-person supervisionUnderstand information security principles and best practicesNice to have: Affiliate & Partnerships Industry Fundamentals Certification by PXABenefits/Perks:Hybrid, Casual work environmentUnlimited PTO policyTake the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both6 month primary caregiver leaveTraining & DevelopmentLearning the advanced partnership automation productsMedical Aid and Provident FundGroup schemes with Discovery & Bonitas for medical aidGroup scheme with Momentum for provident fundRestricted Stock Units3-year vesting schedule pending Board approvalInternet AllowanceFitness club fee reimbursementsWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
