Urgent Need - Technical Support Manager - Mountain View, CA - Bilingual Korean

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:  Technical Support Manager

Work location: Mountain View, CA

Duration: 1 year

Korean speaking 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 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