Description

You serve as the primary escalation point for complex IT incidents, coordinating resolution efforts between Tier 2 support and the systems/network team. You own the deployment and maintenance of enterprise endpoints across Windows, Mac, and Linux environments using SCCM.

Responsibilities

• Manage urgent and complex support issues, ensuring smooth information flow within the IT Operations team.
• Develop and enhance phone and ticket escalation processes to optimize incident response.
• Generate weekly and monthly KPI reports using Zendesk ITSM to identify trends and drive improvements.
• Provide dedicated technical support for 70+ corporate executives and dispatchers.
• Review and approve purchase orders and analyze survey feedback to improve service quality.

Required Skills

• 10+ years of experience in enterprise IT operations.
• Proficiency in Microsoft Directory, Group Policy, DNS, and Windows PKI certificates.
• Experience with SCCM for image deployment, SCEP, and software distribution.
• Strong troubleshooting skills for physical workstations, laptops, and printers.
• Ability to create and present technical reports for management and customers.
• Fluency in Korean and English to support business culture and communication needs.
• Experience supporting Windows 11 and macOS environments.

Key Skills

Education

Any Graduate