Senior IT Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• You are the individual who truly understands the root causes of issues in the room.

• Not merely the surface-level problems — but the foundational configurations, the undocumented edge cases, and the challenges that only arise in large enterprise settings.

• You have successfully resolved these issues, documented your findings, and ensured that future colleagues won't have to start from scratch.

• However, you’ve also recognized that the most intriguing aspect of the job isn't solely about handling tickets.

• It's the trends behind the tickets themselves.

• The workflows that ought to be automated.

• The AI capabilities that could entirely manage this category of issues.

• The recurring product gaps that emerge during escalations.

• You desire to work in a place where your insights lead to tangible outcomes — real systems, genuine automation, and meaningful improvements.

• At Fixify, we are developing an AI-native IT automation platform that merges technology with a human touch.

• As a Senior IT Operations Analyst, you will be positioned at the crossroads of live operations and the product that supports them.

• You will manage escalations that demand true expertise.

• Additionally, you will dedicate a significant portion of your time collaborating directly with Engineering, Product, and Customer Success to transform your field observations into enhanced workflows, intelligent automation, and an increasingly refined platform.

⛳️ Requirements

• A minimum of 5 years of experience in IT support or IT operations, with a proven track record as a senior escalation point or technical subject matter expert.

• Expert-level proficiency with Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environments.

• Advanced knowledge of Windows and macOS, including strong diagnostic and troubleshooting skills.

• In-depth understanding of Identity and Access Management concepts and their troubleshooting.

• Solid working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-Fi.

• Familiarity with help desk platforms, including tools such as Jira, ServiceNow, Zendesk, or Freshdesk.

• Working knowledge of MDM solutions, including JAMF or Microsoft Intune.

• Practical experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similar technologies.

• Awareness of security policies and IT best practices.

• Strong communication skills for both technical and non-technical audiences; capable of drafting an escalation summary and a product feedback document with equal clarity.

• A genuine passion for automation and AI, coupled with the instinct to question "why is this still manual?" when encountering processes that should be automated.

• Experience in contributing to automation, tooling, or platform enhancements within an IT or security context.

🏝️ Benefits

• Provide you with technical depth and cross-functional influence — you will engage with live escalations and long-term platform upgrades, rather than just managing the queue.

• Facilitate direct interactions with Engineering and Product, where your operational insights will shape development efforts.

• Allow you to work on automation and AI initiatives that significantly transform IT support processes — not as secondary tasks, but as integral parts of your role.

• Surround you with colleagues who value quality, rigor, and continuous improvement.

• Offer opportunities to mentor junior analysts and elevate the performance standards of your team.