( KOREAN BILINGUAL MANDATORY) | Sr. IT Operations Analyst@ 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