IT Ops Spec

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

Full time Benefits

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
• TeleDoc
• HSA company match
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

* This role requires a local candidate and will begin onsite at headquarters, with the opportunity to transition to a hybrid schedule if desired *

Job Summary

IT Spec Ops I is an entry level position that will perform ITSM responsibilities including incident management, problem management, and change management. They are expected to operate in accordance with best practices and have in-depth knowledge of ITIL processes. Across all Sorenson products and services, they are responsible for responding to alerts, providing tier 1 triage, proactive remediation of services and applications. IT Spec Ops I is expected to professionally engage in systematic customer support while providing advanced communications for technology, operations, and enterprise teams.


Responsibilities:

Incident Management:

• Log, track, and manage incidents using incident management tools.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner.
• Familiarity with Major Incident, Problem management, ITIL processes.
• Provide monitoring of Sorenson production systems and networks:
• Monitor network infrastructure, servers, applications, and services to detect and diagnose issues.
• Respond promptly to alerts and escalations generated by monitoring systems.
• Familiarity with multiple technology stacks Windows, Linux, Database, Cloud, Identity and access management systems.

Troubleshooting:

• Conduct thorough analysis of network, server, and application problems, aiming for quick resolution.
• Identify root causes of incidents and recommend appropriate solutions.

Proactive Maintenance:

• Perform routine system checks, maintenance tasks, and updates to ensure optimal system performance.
• Implement preventive measures to minimize future incidents.

Documentation:

• Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures.
• Contribute to the NOC knowledge base for continuous improvement.

Communication:

• Provide clear and concise communication to technical teams, stakeholders, and end-users regarding incident status and resolution.

Emergency Response:

• Participate in on-call rotations and provide support during critical incidents and outages.
• Collaborate with other NOC team members to manage and resolve emergencies effectively.

Process Improvement:

• Identify opportunities for improving NOC processes, tools, and workflows.
• Propose and implement enhancements to increase efficiency and service quality.

Continuous Learning:

Stay up to date with new technologies, industry trends, and best practices in network operations.


Knowledge, Skills and Abilities:

• Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, PagerDuty, etc.)
• Experience with maintaining and usage of observability tools to create visibility with Sorenson Stakeholders.
• Limited working proficiency in Windows/Linux/MAC OS
• Support platform operations of Sorenson systems, deployments, and incident management.
• Proactively monitor all assets for any issues, performance deficiencies, and system irregularities.
• Maintaining new and existing site infrastructure with Sorenson's asset management platforms.
• Troubleshoot and investigate systems in AWS, Azure and other environments.
• Work cross-functionally with IT and engineering teams to help enhance existing applications.
• Assist in pilot testing new cloud and on-premises deployments.
• Provide excellent customer service by rapidly responding to incoming alerts, calls and emails.
• Use keen attention to detail to document issues in incident management, problem and change management.
• Perform additional responsibilities as assigned, including testing and handling day-to-day NOC workflow.
• Excellent written and oral communication skills.
• Team player mentality, with a willingness to assist and team others on the team.
• Proven track record of successful problem-solving skills with a strong sense of ownership and urgency
• Must be available to work a flexible schedule, including weekends, overnights and holidays, according to business need.
• Ability to guide/lead incidents from beginning to resolution, including post-mortem and corrective action.
• Able to manage time effectively.
• Detail oriented and be able to document incidents and escalations.
• Able to work effectively in a high-stress environment.
• Must be process oriented, and highly organized.
• Ability to communicate effectively in English through reading, writing, speaking and listening.

Working Conditions and Physical Requirements

• Able to stand or sit for a long period of time in an office environment.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components.
• Regular and predictable attendance required.

Company Summary

Our Mission...Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision...To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world's leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson's impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working "The Sorenson Way" with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.