Senior IT Operations Specialist- Bilingual (Korean/English)

WOONGJIN, Inc. is seeking a Senior IT Operations Specialist to handle urgent and complex support issues, act as an escalation point, and enhance IT processes. The role involves providing VIP support, technical assistance between tiers, and managing IT infrastructure including Microsoft Directory, SCCM, and security tools. Responsibilities also include reporting on KPIs, daily ticket analysis, and participating in on-call rotations. Bilingual proficiency in Korean and English is required, along with enterprise IT experience.

Must Have

• Handle urgent and complex support issues and coordinate within IT Operations Team
• Act as an escalation point for all IT requests and incidents
• Develop and enhance phone and ticket escalation processes
• Provide data and reports on KPIs and trends using Zendesk ITSM
• 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
• 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
• Korean speaking Bilingual
• 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

Perks & Benefits

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k)
• Paid Sick hours

Company 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 \*\*\*