SBT Global, Inc. Is Hiring A Senior IT Operations Specialist

Exciting Opportunity: Senior IT Operations Staff (Korean/English Bilingual) 🌐

Join a dynamic team supporting enterprise IT operations across multiple locations and time zones, with a focus on VIP and executive support. This role offers a one-year contract with potential extension, competitive pay, and a collaborative working environment.

Company & Job Details

• Location: On-site
• Contract Duration: 1 year + extension
• Pay Rate: $58/hr DOE
• Language Requirement: Korean/English Bilingual

About the Role

We are seeking an enthusiastic, experienced Senior IT Operations Staff to bolster our team of 17 members (13 in the US, 4 offshore), supporting Tier 1 and Tier 2 IT operations across various locations and time zones. Your main responsibilities will include understanding enterprise IT operations, supporting Korean-speaking VIPs, generating reports, participating in on-call rotations, and collaborating with cross-functional teams. 🚀

Key Responsibilities

• Support & Escalation: Handle urgent and complex issues, coordinate within the IT Operations team, act as an escalation point for requests and incidents.
• Process Development: Develop and improve escalation procedures via phone and ticket systems to ensure efficient communication.
• Reporting & Monitoring: Provide weekly, monthly, and ad-hoc reports on KPIs and trends using Zendesk ITSM tools.
• Ticket Analysis: Daily review and strategizing for ticket resolution and process improvement.
• Communication Channels: Monitor Slack, MS Teams, and email channels for IT communications.
• Escalation & Support: Participate in escalation calls as necessary and review purchase orders to ensure compliance.
• Customer & VIP Support: Deliver extensive support to over 70 corporate executives and dispatchers from HQ.
• Technical Support & Maintenance: Serve as primary technical point between Tier 2 and system/network teams, including management of Microsoft Directory, Group Policy, DNS, and Windows PKI certificates.
• Tools & Deployment: Manage SCCM for imaging, SCEP, and deployment across Windows, Mac, and Linux systems. Maintain Samsung security tools.
• On-Call Leadership: Lead the IT Operations team in on-call rotations, guiding and coordinating support efforts.

Qualifications

• Korean Bilingual: Required
• Enterprise IT Experience: Previous experience supporting corporate IT environments and understanding business culture.
• Reporting Skills: Ability to craft comprehensive reports and present findings to management.
• Technical Expertise: Supporting Windows 11, Mac OS, and troubleshooting physical workstations, laptops, and printers.
• System Knowledge: Proficiency with Microsoft Directory, Group Policy, DNS, and Windows PKI certificates.
• Deployment & Security Tools: Experience with SCCM, Samsung security tools, and system imaging/deployment.

Additional Information

All applicant information will be handled confidentially in accordance with EEO guidelines. 🌟