Bilingual Korean - IT Support - Mountain View, CA > 구인/구직

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Dear Candidate,

I hope you're doing well. If you're interested in this opportunity, please send your resume to robert@geopaqlogic.com

or contact me at 714-694-7129. I look forward to speaking with you

Job Title: Senior IT Operations Specialist

Work location: Mountain View, CA

Duration: 1 year

Bilingual Korean required

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 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