Senior IT Operations Specialist- Bilingual (Korean/English)
Job Description
Job DescriptionCompany Description
For More Open Positions Visit us at:
http://recruiting.woongjininc.com/
Our Mission
WOONGJIN, Inc. is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients. We have a strong moral code that includes the service of goodness without expectations of reward. We are motivated by the sense of responsibility and servant leadership.
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- 401(k)
- Paid Sick hours
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 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)
Qualifications
· 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
Additional Information
All your information will be kept confidential according to EEO guidelines.
*** NO C2C ***