Senior IT Operations Specialist

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.
 Location - Mountain View, CA
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 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