Company

Fixify

Fixify is a new take on the IT help desk, handcrafted to put people and their experiences first. We give visionary IT leaders control over how they scale their teams by taking on the reactive day-to-day requests that are pulling them away from strategic, engaging work that they love. With Fixify, end users will be cared for, so IT's brand can flourish.

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IT Operations Shift Lead

Fixify

US Remote Technical Specialist 2w ago

IT Operations Analyst

Fixify

US Remote Technical Specialist 2w ago

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IT Operations Shift Lead

Fixify · US Remote

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Technical Specialist United States - Remote Posted Apr 24, 2026

You know what a good shift handover feels like — and you know what a bad one costs. You've been the analyst waiting for context that never arrived, and the senior person who stayed late making sure it did. You've learned to read a queue at a glance, spot the issue that's about to escalate before it does, and keep a team steady when three things are on fire at once.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. IT support isn't peripheral to what we do — it's central to it. The quality of the support we deliver depends directly on the quality of how shifts are run. As Shift Lead, you'll own that. You'll keep the operational environment stable, make sure analysts have what they need to do their best work, and ensure every customer issue gets the attention it deserves.

This isn't a step back from the work. You'll stay close to live incidents, active escalations, and the daily reality of a support queue. But you'll also be the person who makes the whole shift run — the one who notices patterns before they become problems, closes the loop on handovers, and holds the standard when things get busy.

Please note the work hours of this role are currently 4pm - 12am

What we can do for you

Give you real operational ownership — the shift is yours, and the outcomes are yours.
Put you at the intersection of customer experience, analyst performance, and service quality, where your decisions show up fast.
Surround you with teammates and leadership who take service standards seriously and support the people who hold them.
Give you visibility into how IT operations works at a fast-moving AI company — and room to improve it.

What you can do for us

Run the shift — own coverage, workload distribution, and service quality from start to handover.
Act as the first escalation point for complex or high-impact incidents, and make sure analysts have the support they need to resolve them.
Ensure every handover is complete and accurate, so the next shift can pick up without losing a beat.
Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management.
Keep the operational environment stable — identify blockers, manage risk, and escalate personnel or performance concerns when needed.

What you should bring with you

4+ years of experience in IT support or IT operations, with demonstrated experience acting as a senior analyst, escalation point, or shift-level lead.
Working knowledge of IT support operations and incident management processes.
Confidence interpreting and acting on operational metrics, including SLAs, SLOs, and queue performance.
Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
Strong ownership instincts — you don't wait to be asked to fix something that's broken.
Clear, structured communication, especially under pressure: escalations, handover notes, and incident updates that people can actually use.
The ability to stay calm and decisive in time-sensitive situations — and to bring the people around you along with you.
Comfort in ambiguous, fast-changing environments where the situation changes faster than the playbook.

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IT Operations Analyst

Fixify · US Remote

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Technical Specialist United States - Remote Posted Apr 24, 2026

You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running.

This is a hands-on role. You'll be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it.

What we can do for you

Put you at the center of a product where IT support isn't a cost center — it's the whole point.
Give you direct exposure to automation and AI workflows that are actively changing how IT support gets done.
Surround you with analysts, engineers, and customer IT teams who take quality seriously and share what they know.
Give you space to build expertise across a broad technical stack in a fast-moving environment.

What you can do for us

Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
Communicate clearly and professionally with customers through every interaction, including the complicated ones.
Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time.
Participate in shift rotations as part of a 24/7/365 support operation.

What you should bring with you

2+ years of experience in an IT support role.
Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others.
Working knowledge of Windows and macOS for diagnosing and resolving common issues.
Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.
Working knowledge of identity and access management practices and tools.
Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.
Familiarity with Mobile Device Management platforms — experience with JAMF is a plus.
Clear written and verbal communication skills; you can explain technical issues to non-technical people without making them feel small.
Strong instincts for prioritisation and decision-making when multiple things need attention at once.
A collaborative working style — you're effective across teams, time zones, and org boundaries.

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