Jobs via Dice · 10 hours ago
( KOREAN BILINGUAL MANDATORY) | Sr. IT Operations Analyst@ Mountain View, CA
Mountain Center, CA
Full-time
Onsite
Senior LevelDice is the leading career destination for tech experts at every stage of their careers. Our client, Palnar, is seeking a Senior IT Operations Analyst who will handle urgent support issues, act as an escalation point, and provide extensive VIP support for corporate executives. The role involves monitoring communication channels, developing escalation processes, and analyzing ticket data for improvements.
Computer Software
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 Samsung's in-house security tools
Participate in the on-call rotation as an IT Operations Team Lead
Qualification
Required
Korean 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
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase