Crystal Equation
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Senior IT Operations Specialist
Summary:
We are looking for enthusiastic and experienced senior IT Operations staff to join a team of 17 members (13 in the US and 4 offshore) from Tier 1 and Tier 2 IT Operations across multiple locations and time zones in the US and offshore. The main duties include understanding the overall enterprise IT Operations to support users, especially Korean-speaking VIPs; generating weekly reports; participating in on-call rotations and handling escalations; and working with multiple cross-functional teams.
Responsibilities:
Pay range is $48 - $53 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
Senior IT Operations Specialist
665 Clyde Ave. Mountain View, CA 94043 US
Posted: 12/02/2025
2025-12-02
2026-01-05
Job Number: 41612
Job Description
Senior IT Operations Specialist
Summary:
We are looking for enthusiastic and experienced senior IT Operations staff to join a team of 17 members (13 in the US and 4 offshore) from Tier 1 and Tier 2 IT Operations across multiple locations and time zones in the US and offshore. The main duties include understanding the overall enterprise IT Operations to support users, especially Korean-speaking VIPs; generating weekly reports; participating in on-call rotations and handling escalations; and working with multiple cross-functional teams.
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 our 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
Pay range is $48 - $53 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
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