Idexcel ยท 21 hours ago
Information Technology Operations Specialist
Mountain View, CA
Contract
Onsite
Senior LevelIdexcel is seeking a Senior IT Operations Specialist to handle urgent and complex support issues within the IT Operations Team. The role involves acting as an escalation point for IT requests, developing escalation processes, and providing extensive support for corporate executives.
Cloud ComputingInformation TechnologySoftware
Responsibilities
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
Qualification
Required
Must be able to speak English/Korean bilingual
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
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
Company
Idexcel
Idexcel is a Professional Services and Technology Solutions provider specializing in Cloud Services, Cloud Native Services, Data Platforms and Intelligence, Automation & AI.
Founded in 1998
501-1000 employees
H1B Sponsorship
Idexcel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (116)
2023 (126)
2022 (198)
2021 (201)
2020 (282)
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase