IT Ops Specialist I — ITIL & Incident Response

Sorenson Communications, LLC; Taylorsville (UT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

6% 401k match

Medical Insurance

TeleDoc

HSA match

Learning and Career Development

Employee Resource Groups

Job summary

Sorenson Communications is seeking an IT Spec Ops I to perform ITSM responsibilities, including incident, problem, and change management, with Tier 1 triage and proactive remediation across Sorenson products and services. You will engage with technology, operations, and enterprise teams to resolve issues, beginning onsite at headquarters with potential for a hybrid schedule.

The role requires knowledge of ITIL processes, strong communication skills, and the ability to handle alerts, escalations,

Qualifications

• Experience using case/work order management tools (ITSM, Atlassian, Dynatrace/Dataset, PagerDuty, etc.)
• Experience with 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 issues and performance deficiencies.
• Maintain Sorenson's asset management platforms and site infrastructure.
• Troubleshoot and investigate systems in AWS, Azure and other environments.
• Collaborate with IT and engineering teams to enhance applications.
• Assist in pilot testing new cloud and on-prem deployments.
• Provide excellent customer service by rapidly responding to alerts, calls and emails.
• Document incidents and escalations clearly in incident, problem, and change management.

Responsibilities

• Log, track, and manage incidents using incident management tools.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues promptly.
• Familiarity with Major Incident and Problem management processes.
• Monitor Sorenson production systems and networks for issues.
• Respond to alerts and escalations from monitoring systems.
• Provide clear communication to teams and end-users about incident status.
• Participate in on-call rotations and support during critical incidents.
• Identify opportunities to improve desktop support processes and tools.
• Contribute to the NOC knowledge base and process improvements.
• Stay updated on new technologies and industry trends.

Skills

Incident management

Problem management

Change management

ITIL knowledge

Windows

Linux

macOS

AWS

Azure

On-call support

Customer service

Documentation

Communication

Time management

Teamwork

Tools

ITSM tools

Atlassian

Dynatrace/Dataset

PagerDuty

Job description

Sorenson Communications is seeking an IT Spec Ops I to perform ITSM responsibilities, including incident, problem, and change management, with Tier 1 triage and proactive remediation across Sorenson products and services. You will engage with technology, operations, and enterprise teams to resolve issues, beginning onsite at headquarters with potential for a hybrid schedule.

The role requires knowledge of ITIL processes, strong communication skills, and the ability to handle alerts, escalations,