Senior IT Operations Specialist- Bilingual (Korean/English)

·        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 company's in-house security tools

·        Participate in the on-call rotation as an IT Operations Team Lead.

Pay rate: $55 - $60/hr. (D.O.E)

·        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

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

 *** NO C2C ***