Urgent Hiring - Senior IT Operations staff - Bilingual Korean

Job Title: Senior IT Operations staff

Contract Period: 1+ year

Work Location: Mountain View, CA

Must be able to speak English/Korean bilingual

 

 

Summary

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 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