Description

You serve as the primary escalation point for complex IT incidents and own the deployment of enterprise endpoints across Windows, Mac, and Linux environments.

This role is on-site.

Responsibilities

• Coordinate resolution efforts between Tier 2 support and systems/network teams for urgent and complex issues.
• Deploy and maintain enterprise endpoints using SCCM, including image deployment, SCEP, and software distribution.
• 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.

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 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.

Preferred Skills

• Experience reviewing and approving purchase orders.
• Ability to analyze survey feedback to improve service quality.

Key Skills

Education

Any Graduate