Provide escalated IT support and VIP support for Korean-speaking executives, run on-call rotations, handle complex incidents, produce KPI reports from Zendesk, manage ticket analysis and escalation processes, coordinate cross-functional teams, deploy/maintain security tools, and perform Windows/Mac/Linux endpoint management and troubleshooting.
Company Description
On Site
Contract: 1 year + extension
Pay rate: $58/hr DOE
Korean/English Bilingual Required
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.
- Korean Bilingual Required
- 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.
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