Sr. IT Operations Specialist

Job title: Sr. IT Operations Specialist

Location: Westford, Ma (Hybrid/remote)

Why We Need You - The Mission

Biscom helps the world's largest regulated organizations in healthcare, finance, and government get their mission-critical documents delivered securely, reliably, and in compliance with their stringent compliance requirements. Founded in 1986, Biscom pioneered the enterprise fax server and secure fax marketplaces with FAXCOM® and its award-winning fax management solutions. Biscom has expanded its secure document delivery platform with cloud secure file transfer for large files, real time synchronization, file translation, and mobile access. And now, with a fresh round of PE investment from ParkerGale Capital, the Biscom team is looking to aggressively ramp our growth ambitions. That's where you come in.

This position will report to the Director of Information Technology in the Westford, MA location. As a Sr. IT Operations Specialist, you will be responsible for designing, deploying, configuring, and troubleshooting various hardware and software components, ensuring the reliability, security, and performance of our systems. You will collaborate closely with cross-functional teams, including software developers, network engineers, and support personnel, to deliver high-quality solutions that meet the evolving needs of our clients.

What You'll Accomplish - Your Performance Objectives

Objective #1: In your first 30 days:

• Meet with members of different teams Sales, Marketing, Customer Success, Product, Engineering, etcto learn and understand Biscom's current product offerings, the market segments that we are targeting, and their pain points we are trying to solve.
• Design, implement, and maintain the systems infrastructure, including servers, storage, virtualization, and networking components.
• Develop and deploy system configurations, ensuring optimal performance, scalability, and security.

Objective #2: In your first 3 months:

• Monitor and troubleshoot system issues, providing timely resolution and performing root cause analysis.
• Implement and maintain IT policies, procedures, and best practices to ensure compliance, security, and operational excellence.
• Evaluate and recommend new technologies, tools, and processes to improve IT operations and enhance productivity.
• Conduct regular system performance assessments, identifying areas for improvement and implementing enhancements to increase efficiency.
• Maintain system documentation, including, IT Playbooks configuration details, SOPs, and troubleshooting guides.
• Manage vendor relationships and oversee the procurement and installation of hardware, software, and other IT equipment.

Objective #3: In your first 6 months:

• Conduct regular audits and assessments to identify areas for improvement, address risks, and ensure regulatory compliance.
• Stay up to date with emerging technologies and industry best practices, recommending and implementing relevant solutions.
• Assist in the evaluation and selection of new hardware, software, and tools to enhance system capabilities.
• Collaborate with cross-functional teams to ensure successful integration of systems with other infrastructure components.
• Collaborate with software development teams to optimize system performance for new and existing applications.
• Contribute to the design and implementation of disaster recovery and business continuity plans.

*****Please note, this role will require nights, weekends, holiday coverage on a rotating schedule (currently it is a 2 week rotation which occurs every 5th week). Additionally, the candidate will be required to come into the office on a rotating basis (currently every 3rd week).*************

Who We're Looking For - The Personal Competencies That Matter

Collaborative: You have empathy for your colleagues and customers. You demonstrate cross-functional collaboration within the product and sales teams and seek out opportunities to build relationships with others throughout the company. You understand we are all on the same team working towards the same goals. You enjoy sharing your knowledge with colleagues and can communicate complex technical concepts effectively.

Technical Skills:

• Strong knowledge of IT infrastructure, including servers, networks, perimeter devices, storage, and virtualization technologies.
• Proficiency in managing and troubleshooting Windows and Linux operating systems.
• Experience with storage systems (SAN, NAS), network protocols (TCP/IP, SIP/T.38, DNS, DHCP), and backup solutions.
• Proficiency in scripting and automation using languages such as PowerShell, Python, or Bash.
• Solid understanding of security best practices and experience implementing security controls in a systems environment.
• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and familiarity with DevOps practices is a plus.
• Solid understanding of network protocols, security principles, and infrastructure components (e.g., routers, switches, firewalls).
• Experience with Microsoft SQL and PostgreSQL.
• Proficiency in all aspects of webserver full stack administration (IIS and Tomcat)

Intellectually Curious: You have a strong level of curiosity and care about learning. You understand that learning is a continuous part of being a Biscom employee and are always looking for ways to sharpen and/or broaden your skillset

Flexibility: You understand that priorities and requirements will evolve, and you may have to be flexible in your approach and in your expectations.

Accountable: A hands-on attitude and a willingness to get things done.

How We Work - Our Core Values

Biscom is a team sport: Work ethic, cooperation and collaboration drive our success over individual contributions, siloed thinking, heroics or title.

Courage with kindness: We do the right thing even when it's not easy, we are missing data, convenience or consensus. We hold each other accountable daily. We have difficult conversations timely and out in the open. While debating approaches, we will disagree without being disagreeable, committed to the team decision. While acting courageously, we will treat everyone with kindness and respect.

We don't play business, we do business together. With customer success as our north star, we rally around pragmatism, incremental continuous delivery, accuracy and ingenuity to create scalable, and cost-effective solutions. Dogma, academic theory, buzzwords or precision will not distract us from running and scaling Biscom because of our collective wisdom, judgment and sense of humor will prevail.