About the job
As a Senior Bilingual IT Operations Specialist, you will be responsible for managing urgent and complex support issues while effectively coordinating efforts within the IT Operations Team. You will serve as the key escalation point for all IT requests and incidents, developing and enhancing our phone and ticket escalation processes to ensure seamless information flow.
You will provide essential data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as needed basis. Your role will involve daily ticket analysis and strategy development for continuous improvement.
Monitoring all IT communication channels, including Slack, MS Teams, and email will be a critical aspect of your responsibilities. You will participate in escalation calls as required and oversee the review and approval of purchase orders.
Additionally, you will analyze survey feedback to enhance our services, tools, and overall support experience. Providing VIP support for over 70 corporate executives and dispatchers from HQ will be a key part of your role.
In this position, you will function as the primary technical support liaison between tier 2 support and the systems/network team, requiring a sound understanding of Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI). Experience with SCCM for image deployment and SCEP across Windows, Mac, and Linux is essential.
Strong troubleshooting skills for physical workstations, laptops, printers, and other hardware will be necessary. You will also be responsible for deploying and maintaining the company's in-house security tools and participating in the on-call rotation as an IT Operations Team Lead.

