Apply on Employer Site

Sorenson Communications · 1 week ago

IT Ops Spec

Salt Lake City, UT

Full-time

Hybrid

New Grad, Entry Level

$24.48/hr - $35.48/hr

Sorenson Communications is a leading provider of language services for the Deaf and hard-of-hearing. The IT Ops Specialist will monitor production systems and networks, respond to alerts, and collaborate with cross-functional teams to troubleshoot and resolve technical issues.

TelecommunicationsVoIP

No H1B

Responsibilities

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

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

Conduct thorough analysis of network, server, and application problems, aiming for quick resolution

Identify root causes of incidents and recommend appropriate solutions

Perform routine system checks, maintenance tasks, and updates to ensure optimal system performance

Implement preventive measures to minimize future incidents

Maintain accurate and up-to-date documentation of incidents, solutions, and troubleshooting procedures

Contribute to the NOC knowledge base for continuous improvement

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

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

Identify opportunities for improving NOC processes, tools, and workflows

Propose and implement enhancements to increase efficiency and service quality

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

Provide front line NOC support response for Sorenson production systems

Qualification

ITSM toolsObservability toolsAWSAzureIncident managementWindows/Linux/MAC OSCloud deploymentsCustomer serviceProblem-solvingCommunication skillsTeam playerAttention to detail

Required

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

This position must be filled by a local candidate

Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, PagerDuty, etc.)

Experience with maintaining and usage of observability tools in order 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

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

Positive attitude, team player, good interpersonal communication skills and able to work across company departments