Senior IT Operations Specialist (Korean/English/Bilingual)

We are seeking candidates who posssess bilingual speaking/writing skills in English and Korean, to work on a team at our client site in Mountain View, CA.

Experienced senior IT Operations staff will 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.

Contract Period: ASAP (1 year)

Work Location: Mountain View, CA

Must be able to speak English/Korean 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

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.