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.
- Ensure high level of customer satisfaction and build trust 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 and provide support for VIPs and business travelers.
- Check and cooperate with the network team on network issues.
- Check and cooperate with the server team on file server issues.
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.
- Experience with Android mobile integration is a plus.
- Strong understanding of MES systems is a plus.
- Must be willing to travel up to 10% of the time.
- Bilingual (Korean) highly preferred.
