IT Ops Spec
About The Position
IT Spec Ops I is an entry-level position responsible for IT service management activities, including incident, problem, and change management. The role follows ITIL best practices and supports Sorenson products and services by responding to alerts, providing tier 1 triage, and proactively remediating services and applications. The position provides systematic customer support and communicates with technology, operations, and enterprise teams. The role monitors production systems and networks, investigates and resolves infrastructure, server, application, and service issues, and performs routine maintenance and preventive actions. It also maintains incident documentation and knowledge-base materials, communicates incident status to technical teams, stakeholders, and end users, and participates in on-call rotations and emergency response. The position collaborates with IT, engineering, service desk, and NOC colleagues on operational improvements, deployments, testing, and incident resolution. The role requires a local candidate and begins onsite at headquarters, with an opportunity to transition to a hybrid schedule if desired. Work schedules may be flexible and include weekends, overnights, and holidays according to business needs.
Requirements
- Experience using case or work-order management tools such as ITSM, Atlassian, Dynatrace/Dataset, or PagerDuty.
- Experience maintaining and using observability tools to provide visibility to Sorenson stakeholders.
- Limited working proficiency in Windows, Linux, and Mac OS.
- Familiarity with major incident and problem management and ITIL processes.
- Familiarity with multiple technology stacks, including Windows, Linux, databases, cloud, and identity and access management systems.
- Excellent written and oral communication skills.
- Ability to communicate effectively in English through reading, writing, speaking, and listening.
- A team-oriented approach and willingness to assist other team members.
- Demonstrated problem-solving skills, ownership, and urgency.
- Ability to manage time effectively and document incidents and escalations in detail.
- Ability to work effectively in a high-stress environment and remain process-oriented and highly organized.
- Availability to work a flexible schedule, including weekends, overnights, and holidays, according to business needs.
- Ability to stand or sit for extended periods in an office environment.
- Dexterity to operate a computer keyboard, mouse, tools, and other computer components.
- Regular and predictable attendance.
- Must be legally eligible to work in the United States; visa sponsorship is not available.
- Must be a local candidate.
Responsibilities
- Log, track, and manage incidents using incident-management tools.
- Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner.
- Monitor Sorenson production systems and networks, including infrastructure, servers, applications, and services, to detect and diagnose issues.
- Respond promptly to monitoring alerts and escalations.
- Analyze network, server, and application problems, identify root causes, and recommend solutions.
- Perform routine system checks, maintenance tasks, and updates, and implement preventive measures to reduce future incidents.
- Maintain accurate documentation of incidents, solutions, and troubleshooting procedures, and contribute to the NOC knowledge base.
- Communicate incident status and resolution clearly to technical teams, stakeholders, and end users.
- Participate in on-call rotations and support critical incidents and outages.
- Work with service desk and NOC team members to manage and resolve emergencies.
- Identify and implement improvements to support processes, tools, and workflows.
- Stay current with technologies, industry trends, and network operations best practices.
- Support platform operations, deployments, and incident management for Sorenson systems.
- Proactively monitor assets for issues, performance deficiencies, and system irregularities.
- Maintain new and existing site infrastructure using Sorenson asset-management platforms.
- Troubleshoot and investigate systems in AWS, Azure, and other environments.
- Work with IT and engineering teams to enhance existing applications.
- Assist with pilot testing new cloud and on-premises deployments.
- Respond to incoming alerts, calls, and emails, providing customer service.
- Perform additional assigned responsibilities, including testing and day-to-day NOC workflow.
- Guide incidents from beginning to resolution, including post-mortems and corrective actions.
Benefits
- Paid vacation time
- Paid sick time
- Paid holidays
- 401(k) with 6% company match and immediate vesting
- Nationwide medical insurance plans and coverage, including medical, dental/orthodontia, and vision
- TeleDoc
- Health savings account (HSA) company match
- Three medical plan options, including a low-deductible PPO medical plan
- Employee Assistance Program
- Employee Resource Groups
- Learning and career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
