Senior IT Operations Analyst

🕒 2 days ago

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Fixify

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Fixify is an AI-assisted help desk platform that combines cutting-edge technology with personalized human support to enhance IT service management. It streamlines ticket categorization, provides real-time performance metrics, and offers insightful dashboards, enabling teams to optimize their efficiency and focus on strategic tasks. With features like sentiment analysis and workflow customization, Fixify ensures a responsive and tailored approach to IT help desk solutions.

📋 Description

• You've been the person in the room who actually knows why it's broken. • Not just the surface issue — the underlying configuration, the edge case the vendor didn't document, the thing that only shows up in enterprise environments at scale. • You've resolved it, written it up, and made sure the next person doesn't have to figure it out from scratch. • But you've also noticed something: the most interesting part of the job isn't always the ticket. • It's the pattern behind the tickets. • The workflow that shouldn't be manual. • The AI capability that could handle this class of issue entirely. • The product gap that keeps showing up in escalations. • You want to work somewhere those observations go somewhere — into real systems, real automation, real improvements. • At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. • As a Senior IT Operations Analyst, you'll sit at the intersection of live operations and the product that powers them. • You'll handle the escalations that need real expertise. • And you'll spend a meaningful portion of your time working directly with Engineering, Product, and Customer Success to translate what you see in the field into better workflows, smarter automation, and a platform that keeps getting sharper.

🎯 Requirements

• 5+ years of experience in IT support or IT operations, with demonstrated experience as a senior escalation point or technical subject matter expert. • Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments. • Expert-level knowledge of Windows and macOS, including deep diagnostic and troubleshooting instincts. • Expert-level understanding of Identity and Access Management concepts and troubleshooting. • Strong working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-Fi. • Experience with help desk platforms, including tools like Jira, ServiceNow, Zendesk, or Freshdesk. • Working knowledge of MDM solutions, including JAMF or Microsoft Intune. • Hands-on experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similar. • Familiarity with security policies and IT best practices. • Clear communication skills across technical and non-technical audiences; you can write an escalation summary and a product feedback doc with equal clarity. • A genuine interest in automation and AI — and the instinct to ask "why is this still manual?" when you see something that shouldn't be. • Experience contributing to automation, tooling, or platform improvements within an IT or security context.

🏖️ Benefits

• Give you technical depth and cross-functional reach — you'll be working on live escalations and long-term platform improvements, not just the queue. • Put you directly in conversation with Engineering and Product, where your operational experience shapes what gets built. • Let you work on automation and AI that meaningfully changes how IT support gets done — not as a side project, but as part of the job. • Surround you with people who take quality, rigor, and continuous improvement seriously. • Give you room to mentor junior analysts and raise the standard of the team around you.