Bilingual Korean Tier 2 IT Support Specialist

We are seeking a customer-focused, Korean/English bilingual Tier 2 IT Support Specialist with at least five years of enterprise IT support experience. This role focuses on troubleshooting Microsoft Active Directory and Windows environments while providing high-quality technical support to end users and executives.

• Key Responsibilities
• Provide Tier 2 technical support for laptops, desktops, mobile devices, and peripherals in Windows environments.
• Troubleshoot Microsoft Active Directory issues involving user accounts, Group Policy, organizational units, permissions, and login access.
• Support Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Handle escalations from Tier 1 support and collaborate with Tier 3 and infrastructure teams.
• Perform employee onboarding and offboarding and manage user access rights.
• Provide onsite and after-hours VIP support for executives and urgent cases.
• Document incidents and resolutions in ticketing or service-management systems.
• Assist with software deployment, patching, and system updates.
• Identify recurring issues and recommend long-term solutions and process improvements.

• Ensure compliance with applicable IT security policies and procedures.

• The Right Candidate Will Possess A customer-focused and dependable IT support professional with strong troubleshooting, communication, and time-management skills. The successful candidate will be comfortable supporting executives, managing multiple priorities, and resolving technical issues in a fast-paced enterprise environment.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least five years of hands-on IT support experience in an enterprise environment.
• Korean and English bilingual proficiency.
• Strong proficiency with Microsoft Active Directory, including ADUC, Group Policy, DNS, and DHCP.
• Experience supporting Windows 10/11, Microsoft Office, and common desktop applications.
• Familiarity with SCCM, Remote Desktop, or similar remote-support tools.
• Strong written and verbal communication skills.

• Ability to prioritize and manage multiple assignments.

• Preferred Qualifications
• CompTIA A+, Network+, Microsoft, or comparable certification.
• Experience supporting IT service-desk environments with more than 500 end users.
• Experience with VDI and macOS support.
• Working knowledge of ITIL practices.
• Basic PowerShell scripting experience.
• Experience with Zendesk, ServiceNow, BMC Remedy, or similar ticketing systems.
• Experience with mobile-device or enterprise-mobility management.
• Experience with Windows Deployment Services and disk imaging or cloning tools.