Senior IT Operations Specialist- Bilingual (Korean/English)
About The Position
· 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 company's in-house security tools · Participate in the on-call rotation as an IT Operations Team Lead.
Requirements
- 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
Responsibilities
- 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 company's in-house security tools
- Participate in the on-call rotation as an IT Operations Team Lead.
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k)
- Paid Sick hours
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
