Senior IT Operations Analyst

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues — and provide technical guidance that helps analysts grow. • Partner with Engineering to support the design, rollout, and refinement of product features based on what you see in real customer environments. • Identify, design, and help deploy automation that improves efficiency, accuracy, and consistency across operations. • Collaborate with Customer Success on onboarding, escalations, and delivery improvements for key customers. • Surface recurring issues, bugs, and improvement opportunities to Product and Engineering with clear, actionable context. • Participate in an on-call rotation for after-hours escalations and critical incidents.

🎯 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

• Flexible work environment: 100% remote with flexible core working hours • Time to recharge: Unlimited PTO plus 12 paid federal holidays • Connectivity stipend: $150 monthly to support cell phone, internet, or equipment expenses • Retirement: Participation in our 401(k) program • Equity: Option grants to purchase shares through Fixify's equity program • Health insurance: Medical, dental, and vision coverage with 100% of your deductible covered by Fixify • Parental leave: Paid parental leave for birth, adoption, or surrogacy