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 hearing!

* 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 *
• * This position will be M-F, 8 hours days / 1:00 pm to 9:00 pm
• * This position will start onsite at Headquarters, and then move to hybrid if desired.
• * Start date for this position will be approximately January 5, 2026 based upon HR onboarding tasks.

• 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)
  • Teladoc
  • 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

The estimated salary range for this position is $24.48 to $35.48 hourly. 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.

• Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, Pager Duty, 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.

• 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…