Infra Tech Support Specialist

Key Responsibilities: • Leadership & Team Management: o Lead and manage a team of service desk technicians, ensuring daily tasks are completed efficiently. o Mentor, coach, and provide feedback to team members to improve performance and customer satisfaction. o Monitor performance metrics and SLAs, ensuring that the team meets its goals. • Customer Support: o Act as an escalation point for complex IT issues and ensure timely resolution. o Manage communication with clients in Japanese, Korean, or Thai as needed, ensuring high-quality support in their native language. o Ensure a customer-first approach in resolving technical issues, providing high-quality support for all end-users. • IT Service Management: o Oversee the ticketing system to ensure all incidents and service requests are tracked, assigned, and resolved in a timely manner. o Collaborate with other IT teams to escalate and resolve more complex issues. o Drive process improvements and optimize service desk operations to enhance efficiency. • Reporting & Analysis: o Prepare regular reports on service desk performance, identifying trends and recommending improvements. o Conduct root cause analysis for recurring incidents to prevent future issues. • Training & Development: o Train new team members and facilitate ongoing training to ensure the team stays current with new technologies and processes. o Organize and lead regular team meetings to discuss challenges, updates, and service desk performance. Qualifications: • Language Proficiency: o Fluent/Native level in Korean (written and spoken). o Strong communication skills in English. • Experience: o 3+ years of experience in a service desk or IT support role, with at least 1 year in a leadership or supervisory position. o Familiarity with IT service management tools and ticketing systems (e.g., ServiceNow, Jira, etc.). o Strong knowledge of IT infrastructure, networking, hardware, and software troubleshooting. • Certifications: o ITIL Foundation certification or equivalent experience is preferred. • Skills: o Strong problem-solving skills and the ability to handle complex technical issues. o Excellent leadership, coaching, and mentoring abilities. o Ability to work under pressure and manage multiple tasks simultaneously.