Tech support - Bilingual(English/Korean)

About the position

WOONGJIN INC. is seeking a dedicated IT Support Specialist to serve as the initial point of contact for internal applications, hardware, mobile, and remote technology in a manufacturing environment. The role involves logging, categorizing, and actioning all incoming ticket activity in the Helpdesk Ticketing system, following up on outstanding issues with customers regarding the status and closure of incidents/requests, and troubleshooting and resolving hardware, software, and network problems. The IT Support Specialist will document procedures, FAQs, and inventory of assets, isolate problem trends, and complete troubleshooting efforts for recurring problems until permanent solutions are discovered. Additionally, the role includes providing technical advice to executive-level staff and their assistants, ensuring extraordinary IT support to customers at the C-level, and building trust and good relationships with customers. The specialist will also act as a bridge between customers and the consulting group for new business opportunities, administer the company security program and VPN, create IT policies, support VIPs and business travelers, and manage IT server room issues in cooperation with the network and server teams.

Responsibilities

• Serve as the initial point of contact for internal applications, hardware, mobile, and remote technology.
• Log, categorize, and action all incoming ticket activity in the Helpdesk Ticketing system.
• Follow up on outstanding issues with customers regarding status and closure of incidents/requests.
• Troubleshoot and resolve hardware, software, and network problems.
• Document procedures, FAQs, and inventory of assets.
• Isolate problem trends and complete troubleshooting efforts for recurring problems.
• Provide technical advice to executive-level staff and their assistants.
• Provide extraordinary IT support to customers at the C-level.
• Build trust and good relationships with customers.
• Act as a bridge between customers and the consulting group for new business opportunities.
• Administer the company security program and VPN.
• Create IT policies.
• Support VIPs and business travelers.
• Manage IT server room issues in cooperation with the network and server teams.

Requirements

• Strong working knowledge of core applications including Windows 7/10/11, Microsoft Office, Imaging Software, SCCM, and Active Directory.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to prioritize and organize work to meet defined SLAs.
• Android mobile incorporation experience is a plus.
• Strong understanding of MES system is a plus.
• Must be willing to travel up to 10% of the time.
• Bilingual (Korean) highly preferred.