Senior IT Operations Specialist- Bilingual

5 days ago

Mountain View, California, United States Woongjin Full time $80,000 - $104,000 per year
Company Description

For More Open Positions Visit us at:

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 ***

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