Sr. IT Operations Specialist (Korean Bilingual)

Mountain View, CA - USA

Monthly Salary: Not Disclosed

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team.
Act as an escalation point for all IT requests and incidents.
Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations team.
Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly monthly and as-needed basis.
Responsible for daily ticket analysis and developing strategies for improvement
Monitor all IT communication channels on Slack MS Teams and email
Responsible for participating in escalation calls as needed
Review and approve purchase orders responsibilities
Review survey feedback to improve services tools and support experience
Provide extensive VIP Support for 70 Corporate Executives and dispatchers from HQ
Working as primary technical support between tier 2 and the systems/network team
Understanding Microsoft Directory Group Policy DNS and certificates (Windows PKI)
Experience with SCCM on Image deployment SCEP and Deployment on Windows Mac and Linux
Good troubleshooting technique on physical workstations laptops printers etc.
Responsible for deploying and maintaining Samsungs in-house security tools
Participate in the on-call rotation as an IT Operations Team Lead.

Qualifications :

Korean speaking Bilingual
Has previous experience in enterprise IT and a solid understanding of business culture
Proficiency in writing reports for management and presenting them.
Create weekly and monthly reports for management and customers and present them.
Identify root causes of issues and communicate effectively with management and customers.
Experience in supporting Windows 11 and Mac OS

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Employment Type :

Contract

Able to handle urgent and complex support issues and coordinate the effort within the IT Operations Team.Act as an escalation point for all IT requests and incidents.Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow within the IT Operations te...