Senior IT Operations Specialist; Korean Bilingual

Senior IT Operations Specialist (Korean Bilingual)

Location:
Mountain View, CA

Contract Period: 1 year (extendable)

Pay rate: $58/hr DOE

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.

• 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.
• Work as primary technical support between tier 2 and the systems/network team.
• Understand 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.

• 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.

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