What are the responsibilities and job description for the Information Technology Operations Specialist position at Idexcel?
Role: Senior IT Operations Specialist
Location: Mountain View, CA
Duration: Long term contract
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 client 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