[BTI] Senior IT Operations Specialist 구인합니다 > 구인/구직

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안녕하세요, 

Mountain View, CA 지역에서 Senior IT Operations Specialist 포지션으로 구인합니다.

아래 정보 확인하시고, 관심 있으시면 mijeong.kwon@btisolutions.com으로 이력서 송부 부탁드립니다.

*Relocation이 필요한 포지션인 거 꼭 확인 부탁드립니다.

Senior IT Operations Specialist

Pay: $45-48/hr + (CA O.T) *negotiation is available

Job Description: 

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