Information Technology Operations Specialist

Role : Senior IT Operations Specialist

Location : Mountain View, CA

Duration : Long term contract

Must be able to speak English / Korean bilingual

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 client 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