***NEW URGNET*** IT Support/Senior IT Operations Specialist - Mountain View, CA - Bilingual Korean > 구인/구직

If you are interested in exploring this opportunity further, please feel free to send your resume to robert@geopaqlogic.com 

Job Title: Senior IT Operations Specialist

Work location: Mountain View, CA

Duration: 1 year (extendable)

We are looking for enthusiastic and experienced senior IT Operations staff to join a team of 17 members (13 in the US and 4 offshore) from Tier 1 and Tier 2 IT Operations across multiple locations and time zones in the US and offshore. The main duties include understanding the overall enterprise IT Operations to support users, especially Korean-speaking VIPs; generating weekly reports; participating in on-call rotations and handling escalations; and working with multiple cross-functional teams.

Job Description 

• 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 Samsung's in-house security tools 

• Participate in the on-call rotation as an IT Operations Team Lead.

Requirements

• Korean 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