Crystal Equation Corporation
Crystal Equation Corporation
Information Technology Operations Specialist – Senior Location: Mountain View, CA (Remote options available)
We are looking for an enthusiastic and experienced Senior IT Operations staff member to join a team of 17 members across multiple locations and time zones. The role focuses on supporting users, especially Korean‑speaking VIPs, generating weekly reports, participating in on‑call rotations, handling escalations, and collaborating with cross‑functional teams.
Responsibilities
Handle urgent and complex support issues and coordinate the effort within the IT Operations Team.
Act as an escalation point for all IT requests and incidents.
Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow.
Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as‑needed basis.
Analyze daily tickets and develop strategies for improvement.
Monitor all IT communication channels on Slack, MS Teams, and email.
Participate in escalation calls as needed.
Review and approve purchase orders.
Analyze survey feedback to improve services, tools, and support experience.
Provide extensive VIP support for 70+ Corporate Executives and dispatchers from HQ.
Serve as primary technical support between Tier 2 and the systems/network team.
Understand Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI).
Experience with SCCM for image deployment, SCEP, and deployment on Windows, Mac, and Linux.
Perform troubleshooting on physical workstations, laptops, printers, etc.
Deploy and maintain in‑house security tools.
Participate in the on‑call rotation as an IT Operations Team Lead.
Requirements
Previous experience in enterprise IT and a solid understanding of business culture.
Proficiency in writing and presenting reports for management.
Create weekly and monthly reports for management and customers and present them.
Identify root causes of issues and communicate effectively with management and customers.
Experience supporting Windows 11 and macOS.
Pay range:
$45 – $50 per hour with full benefits.
Benefits include paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Compensation reflects labor cost across several U.S. geographic markets.
Our Promise At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, provide feedback, guide you through necessary paperwork, and support you throughout your professional journey.
#J-18808-Ljbffr
Information Technology Operations Specialist – Senior Location: Mountain View, CA (Remote options available)
We are looking for an enthusiastic and experienced Senior IT Operations staff member to join a team of 17 members across multiple locations and time zones. The role focuses on supporting users, especially Korean‑speaking VIPs, generating weekly reports, participating in on‑call rotations, handling escalations, and collaborating with cross‑functional teams.
Responsibilities
Handle urgent and complex support issues and coordinate the effort within the IT Operations Team.
Act as an escalation point for all IT requests and incidents.
Develop and enhance phone and ticket escalation processes to ensure smooth escalation and information flow.
Provide data and reports on KPIs and trends using Zendesk ITSM on a weekly, monthly, and as‑needed basis.
Analyze daily tickets and develop strategies for improvement.
Monitor all IT communication channels on Slack, MS Teams, and email.
Participate in escalation calls as needed.
Review and approve purchase orders.
Analyze survey feedback to improve services, tools, and support experience.
Provide extensive VIP support for 70+ Corporate Executives and dispatchers from HQ.
Serve as primary technical support between Tier 2 and the systems/network team.
Understand Microsoft Directory, Group Policy, DNS, and certificates (Windows PKI).
Experience with SCCM for image deployment, SCEP, and deployment on Windows, Mac, and Linux.
Perform troubleshooting on physical workstations, laptops, printers, etc.
Deploy and maintain in‑house security tools.
Participate in the on‑call rotation as an IT Operations Team Lead.
Requirements
Previous experience in enterprise IT and a solid understanding of business culture.
Proficiency in writing and presenting reports for management.
Create weekly and monthly reports for management and customers and present them.
Identify root causes of issues and communicate effectively with management and customers.
Experience supporting Windows 11 and macOS.
Pay range:
$45 – $50 per hour with full benefits.
Benefits include paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Compensation reflects labor cost across several U.S. geographic markets.
Our Promise At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, provide feedback, guide you through necessary paperwork, and support you throughout your professional journey.
#J-18808-Ljbffr