Tech SupportIT Helpdesk (Tier 2) Korean Bilingual
SBT Global, Inc.
Tier 2 IT Helpdesk Technician
We are seeking a skilled customer-focused Tier 2 IT Helpdesk Technician with at least 5 years of enterprise IT support experience. This role is essential to maintaining user productivity and delivering high-quality IT service with a strong focus on troubleshooting and resolving issues in Microsoft Active Directory and Windows environments.
Key Responsibilities
Provide Tier 2 technical support for laptops desktops mobile devices and peripherals in Windows environments.
Troubleshoot and resolve Microsoft Active Directory issues involving user accounts Group Policy organizational units (OUs) permissions and login access.
Support Microsoft Office applications including Outlook Excel Word and PowerPoint as well as enterprise collaboration tools.
Manage escalated issues from Tier 1 support and collaborate with Tier 3 and infrastructure teams to resolve advanced technical problems.
Support user onboarding and offboarding including account setup and access-rights management through Active Directory and other systems.
Provide on-site and after-hours VIP support for executives and respond to other urgent support requests.
Document incidents troubleshooting steps and resolutions in a service management system such as Zendesk.
Assist with software deployment patching and system updates.
Identify recurring issues and recommend long-term solutions and process improvements.
Follow IT security policies and procedures.
Qualifications :
Bachelors degree in Information Technology Computer Science or a related field.
At least 5 years of hands-on IT support experience in an enterprise environment.
Strong proficiency with Microsoft Active Directory including ADUC Group Policy Objects (GPOs) DNS and DHCP.
Experience supporting Windows 10/11 Office 2021/2023 and standard desktop applications.
Familiarity with remote support tools such as SCCM and Remote Desktop.
Strong written and verbal communication and problem-solving skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
CompTIA A Network Microsoft MCP/MCSA or similar certifications preferred.
VDI support experience is a plus.
macOS support experience is a plus.
Working knowledge of ITIL practices is a plus.
Preferred Experience
Experience supporting 500 or more end users in an IT service desk environment.
Basic scripting experience particularly with PowerShell for automation tasks.
Experience with ticketing systems such as Zendesk ServiceNow or BMC Remedy.
Experience with Enterprise Mobility Management (EMM) or Mobile Device Management (MDM).
Experience with Windows Deployment Services (WDS).
Experience with disk imaging and cloning tools.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Contract
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